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Customer Feedback ManagementBenchmark Report<br />Key Findings Deck<br />Publication Date: 12/2010<br />1<br />
Insights and Best Practices from Top Performers<br />Top 3 reasons Top Performers use Customer Feedback Management<br />To...
Increase customer satisfaction<br />Drive customer retention<br />Improve problem resolution effectiveness<br />Reasons to...
Instill an organizational focus on listening to the voice of the customer<br />Derive actionable insights from customer fe...
Acting upon customer feedback in an automated and systematic fashion<br />Tracking and measuring results<br />Challenges<b...
Customer satisfaction scores<br />Customer survey response rates<br />Customer advocacy scores <br />Problem Resolution Ra...
Download the Full Benchmark Report for Free (with complete vendor landscape)<br />7<br />http://bitsy.me/0ak<br />
Gleansight: Online Customer Communities<br />Gleansight: Social Media Monitoring<br />Deep Dive:  Customer Feedback Manage...
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Customer Feedback Management - Best Practices

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This deck explores how Top Performers are working to capture, integrate, enhance, analyze and act upon customer feedback in a systematic fashion. It shows top 3 reasons Top Performers use Customer Feedback Management, top 3tactics Top Performers use to outperform peers with Customer Feedback initiatives, most common challenge Top Performers face with Customer Feedback Management, top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives.

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Transcript of "Customer Feedback Management - Best Practices"

  1. 1. Customer Feedback ManagementBenchmark Report<br />Key Findings Deck<br />Publication Date: 12/2010<br />1<br />
  2. 2. Insights and Best Practices from Top Performers<br />Top 3 reasons Top Performers use Customer Feedback Management<br />Top 3 tactics Top Performers use to outperform peers with Customer Feedback initiatives<br />Most common challenge Top Performers face with Customer Feedback Management<br />Top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives<br />2<br />What’s In This Deck?<br />
  3. 3. Increase customer satisfaction<br />Drive customer retention<br />Improve problem resolution effectiveness<br />Reasons to Implement<br />3<br />*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  4. 4. Instill an organizational focus on listening to the voice of the customer<br />Derive actionable insights from customer feedback<br />Disseminate data/insights to the right people<br />Value Drivers<br />4<br />*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />
  5. 5. Acting upon customer feedback in an automated and systematic fashion<br />Tracking and measuring results<br />Challenges<br />5<br />*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />
  6. 6. Customer satisfaction scores<br />Customer survey response rates<br />Customer advocacy scores <br />Problem Resolution Rate<br />Customer Retention Rate<br />Employee performance score<br />Performance Metrics<br />6<br />*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  7. 7. Download the Full Benchmark Report for Free (with complete vendor landscape)<br />7<br />http://bitsy.me/0ak<br />
  8. 8. Gleansight: Online Customer Communities<br />Gleansight: Social Media Monitoring<br />Deep Dive: Customer Feedback Management – Different Roles, Different Objectives<br />Deep Dive: Top Performers Look to Text Analytics to Listen to the Voice of the Customer<br />Related Research from Gleanster<br />8<br />
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