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.
Posts Tagged ‘Enterprise Feedback Management’
Proactive Customer Management: Using Customer Feedback in Real Time
Thursday, August 12th, 2010How to Choose an Enterprise Feedback Management System
Wednesday, August 4th, 2010Since the advent of the internet, Enterprise Feedback Management (EFM) systems have helped companies centralize customer feedback. EFM programs are conduits that direct market research results—they manage deployment of surveys while directing results to appropriate agents within an organization. Before the advent of EFM systems, research results were scattered among different departments, with no overarching method to review, cross-reference, and distribute those results. Ultimately, EFM systems are tools for measuring customer satisfaction and distributing survey results. The question is, which EFM system should your firm choose?
Centralize 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.
Enterprise Feedback Management: Can It Help Your Company Grow?
Friday, May 15th, 2009
Enterprise Feedback Management systems are gaining in popularity. Enterprise Feedback Management (EFM) is a term used to describe systems and techniques that allow organizations to distribute surveys and gather results. A business’ EFM system may include software as well as specific processes.