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.
Archive for the ‘Customer Feedback’ Category
Benefits of Assigning Customer Engagement Research Access Levels
Wednesday, September 1st, 2010Benefits of Closed-Loop Customer Feedback Systems
Monday, August 30th, 2010Customer 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.
Proactive Customer Management: Using Customer Feedback in Real Time
Thursday, 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.
Maximize Your Loyalty Strategy: Personalize Customer Communication
Thursday, June 3rd, 2010
Shakespeare famously claimed that names are unimportant, that “a rose by any other name would smell as sweet.” Clearly, he wasn’t in marketing. The marketing world has long recognized the power of names. However, a new study from the CMO (Chief Marketing Officer) Council shows that the majority of marketers fail to use customized communication in their loyalty programs. Meanwhile, consumers in such loyal customer clubs are clamoring for more tailored interactions. Just what’s in a name? And can personalization increase engagement? In addition to tackling these questions, this article will review the CMO Council’s loyalty study and propose research techniques for increasing ROI on loyalty programs.
Earn More Business From Current Clients: 4 tips for up-selling and cross-selling existing accounts
Tuesday, November 3rd, 2009
As we recently discussed, long-term customers provide many financial benefits to your company. In fact, strengthening current accounts is one of the most effective methods of boosting profits. Recruiting new clients usually costs a pretty penny, so many world-class organizations focus on increasing up-selling and cross-selling to current customers instead. Unfortunately, many salespeople avoid these techniques because they are afraid that suggesting additional products or services could scare off customers. However, as long as you follow a few basic strategies, as outlined below, you can successfully cross-sell and up-sell to your current customers.