“Well done is better than well said,” advised Ben Franklin. As Franklin appreciated, follow-through is a challenge for most members of our species, and it’s certainly a stumbling block for businesses as far as customer feedback is concerned. According to the Temkin Group, six out of ten companies have a Voice of the Customer program in place, but very few of them actually take action based on the customer feedback they receive.
Archive for the ‘Customer Feedback’ Category
Taking Action on Customer Feedback
Wednesday, May 25th, 20113 Common Assumptions that Endanger Your Company
Wednesday, May 11th, 2011
Organizational learning innovator John Seely Brown advises, “The harder you fight to hold on to specific assumptions, the more likely there’s gold in letting go of them.” PeopleMetrics has found three major assumptions that many companies maintain regarding their feedback management processes. These assumptions are comforting for the present moment because they cover up problems. Yet in the long term, each of these three assumptions endangers and weakens companies. In this blog post, we’ll introduce three customer engagement process assumptions and find the “gold” awaiting organizations that can let go of them.
Brand Ambassador Award Winners for 2011
Monday, March 7th, 2011
PeopleMetrics recently announced the winners of the 2011 Brand Ambassador Awards. Given to six individuals across five companies, the Brand Ambassador Awards recognize individuals who have consistently delivered extraordinary customer service. Alphabetized by company name, this year’s Brand Ambassador Award winners are: (more…)
How the Mode of Interaction Impacts Customer Engagement
Monday, January 10th, 2011
Last December, many experts were calling 2010 the year of social media—and in many ways they were right. Facebook now has 500 million users, and Twitter signed on over 100 million users in 2010 alone. Nielsen has found that Americans spend a quarter of their time online at social media sites, a 43% increase since 2009. It’s no surprise, then, that marketers around the country are touting the importance of a social media presence in business, and praising customer engagement software for social media management. Yet PeopleMetrics’ 2010 Most Engaged Customers (MEC) study reinforced the age-old idea that face-to-face interaction is best as far as customer service is concerned.
Benefits of Responding Immediately to Customer Feedback
Monday, November 15th, 2010
From snail mail questionnaires to telephone surveys to online panels, the market research world has benefited greatly from improvements in communication technology. Modern technology allows companies to close the customer feedback loop by responding to individual customer feedback in real time. Today, members of an organization can respond to customer feedback as it is gathered. Just a few years ago, companies had to wait hours, days, or weeks for customer satisfaction study results to learn what customers actually thought about their products and services. Now, there’s no wait time, assuming you’re working with a cutting-edge Enterprise Feedback Management system.