Customer Feedback Management - Best Practices
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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......

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