Three Quick Wins for Your Voice of the Customer Program
So you’ve just launched a big, shiny, new Voice of the Customer program. What now? For those just starting out on the journey of customer experience transformation there are three quick wins that you should be after: 1. Take action to fix customer problems. If a customer reports a problem, follow-up and fix it as soon as possible. You’ll begin to see patterns emerge that…
A Beginner’s Guide to Operationalizing Customer Feedback
For customer feedback to have an impact it must be firmly embedded in the operations of your company. Companies who have the most success in customer experience initiatives excel at “operationalizing” or, to put it more simply, taking smart action on customer feedback. For companies just beginning to collect feedback, or for those tired of seeing their customer survey budget go to waste – consider…
Five Characteristics of a Closed-Loop Customer Feedback Program
Customer satisfaction surveys have traditionally focused on collecting aggregate data. In market research thinking this approach makes sense – it’s statistically accurate, high-level, and shows trending data – all things market research likes. But in the age of the customer this “open-loop” system isn’t working. Customers expect that if they take the time to provide personal feedback then the company should take the time to…