September 1st, 2010
Ultimately, every customer engagement strategy includes a conversation between a company and its customers. However, it’s not enough to listen to customers’ opinions—firms must also respond appropriately, whether with a refund, a new product, or a revised company procedure. Before those changes can be implemented, customers’ responses must be distributed to the correct agents. In this way, a strong feedback management system acts as a selective loudspeaker, reproducing customers’ opinions to the right employees. If customer feedback is not properly distributed, it cannot be translated into higher sales. PeopleMetrics’ Enterprise Feedback Management solution allows our clients to assign different access levels to different employees. This approach provides benefits at all levels of an organization.
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Tags: Enterprise Feedback Management, feedback systems, research access levels
Posted in Customer Feedback, Engaged Customers, methodology | No Comments »
August 30th, 2010
Customer Engagement researchers have always battled the Open Loop—i.e., the difficulty of actually using customer satisfaction survey results to improve company performance. In a recent blog post, we explained how our Customer Engagement solution allows companies to respond to customer feedback in real-time, resolving one of the most frustrating aspects of the Open Loop. We also explored how today’s Enterprise Feedback Management technology can help companies carry out Closed-Loop customer feedback research. In this post, we zoom out to provide a more complete picture of the Closed-Loop feedback process. Along the way, we relate our methods for closing the loop. Finally, we’ll list benefits of Closed-Loop customer feedback systems.
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Tags: customer engagement, customer feedback systems, customer satisfaction survey results, Enterprise Feedback Management
Posted in Customer Feedback, Market Research, methodology | No Comments »
August 16th, 2010
Rather than measuring customer loyalty or customer satisfaction, the world’s top companies are now tracking Customer Engagement, which PeopleMetrics defines according to Retention, Passion, Effort, and Advocacy. Because Customer Engagement has been linked to higher profits and better ROI, today’s business leaders appreciate the need to track engagement levels. Unfortunately, many companies find it difficult to translate Customer Engagement data into important business outcomes such as customer retention. Before choosing a customer feedback research partner, it’s wise to learn what prevents many companies from fully utilizing research results. By avoiding the five fatal mistakes listed in this article, you can ensure that your Customer Engagement budget will be wisely spent.
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Tags: customer engagement, customer satisfaction, Enterprise Feedback Management
Posted in Engaged Customers, Market Research, Retaining Customers, methodology | No Comments »
August 12th, 2010
Customer feedback mechanisms have always faced the challenge of the “Open Loop.” The Open Loop refers to the gap between the customer’s mouth and the executive’s ear. Survey results are often misinterpreted or underutilized due to the time lapse between when the customer provides feedback and when company leadership sees that feedback. Moreover, the gap in the loop prevents companies from addressing individual customers’ concerns. However, today’s web 2.0 technology allows customer feedback to be tracked in real time, thereby closing the loop. This article will briefly explore the history behind the challenge of closing the loop, and introduce PeopleMetrics’ advanced system for responding to customer feedback in real time. Through groundbreaking Closed Loop customer research approaches, companies can finally manage customer feedback as it is gathered, and thereby enjoy skyrocketing Customer Engagement.
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Tags: customer engagement, Customer experience, Enterprise Feedback Management
Posted in Customer Feedback, Market Research, Retaining Employees, methodology | No Comments »
August 10th, 2010
The only constant in this world is change, and the retail world is no exception. Consumers are moving away from the excessive buying of the 1990s, toward a simpler, yet more fulfilling life. They’re buying less, and focusing more on the purchasing experience. Businesses will need to change the way they think about the customer experience in order to survive this shift. That’s one message of a fascinating piece in last Saturday’s New York Times, titled “But Will It Make You Happy?” In it, writer Stephanie Rosenbloom reviews research from psychologists and market strategists showing that many consumers are moving from “conspicuous consumption—which is ‘buying without regard’—to calculated consumption.” Just how are consumers calculating what to buy? By evaluating their emotional experience during and after the purchasing process.
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Tags: Consumer behaviour, customer engagement, Customer experience
Posted in Business Strategy, Engaged Customers | No Comments »
