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 ‘Enterprise Feedback Management’
Benefits of Responding Immediately to Customer Feedback
Monday, November 15th, 2010Enterprise Feedback Management Dashboard Tools to Improve Efficiency
Thursday, September 23rd, 2010In Outliers, Malcom Gladwell argues that Christopher Langan, “the smartest man in the world,” never earned a college degree because he didn’t have the social skills needed to fully realize his potential. Gladwell writes that Langan has mountains of knowledge but a limited ability to apply it. Too often, customer satisfaction software solutions face a similar dilemma: they generate plenty of customer data but provide no means of actually applying that data to improve company performance. This post will review three ways that PeopleMetrics’ Customer Engagement Management (CEM) dashboard helps our clients efficiently use customer feedback. Our Enterprise Feedback Management solution includes tools to assign responsibility and track progress. Ultimately, all the data in the world isn’t helpful unless your organization is using that data to improve performance, and our solution acts as a customer feedback management guide, helping management and employees effectively apply customer feedback.
Benefits of Assigning Customer Engagement Research Access Levels
Wednesday, 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.
Benefits 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.
5 Fatal Mistakes in Customer Engagement Surveying
Monday, 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.