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.
Posts Tagged ‘Action Alerts’
Benefits of Responding Immediately to Customer Feedback
Monday, November 15th, 2010Customer Engagement Management Tools for Organizing Customer Feedback
Wednesday, August 26th, 2009
Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer. Even if customers are satisfied, they may switch companies. After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave. Especially in today’s challenging economic environment, customer satisfaction is not enough.