“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.
Posts Tagged ‘customer feedback tools’
Taking Action on Customer Feedback
Wednesday, May 25th, 2011Centralize Your Customer Feedback through Enterprise Feedback Management
Thursday, July 29th, 2010
Jack Welch, former CEO of General Electric, once stated that there are only two sources of competitive advantage: 1) The ability to learn more about customers faster than the competition, and 2) The ability to turn that learning into action faster than the competition. At the heart of any successful business, in other words, is a dedication to customer feedback. Without systems for organizing that customer feedback, however, companies can’t effectively translate it into action.
What to Look For in Customer Engagement Feedback Tools
Monday, June 29th, 2009
When it comes to customer feedback, you’re an insider. You understand how important it is to gather your customers’ complaints, compliments, and queries. You know that such feedback is your treasure map to more fully engaged customers—and higher profits. Now that you’re ready to make customer feedback the principle driver of your business decisions, it’s important to pause and consider which tools you will use to gather that feedback. You have a multitude of options. Market research gurus tout everything from old school paper surveys to Twitter as methods for gathering customer feedback. In such a rich information market, it can be difficult to figure out what to look for.