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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    Customer Feedback Management - Best Practices Customer Feedback Management - Best Practices Presentation Transcript

    • Customer Feedback ManagementBenchmark Report
      Key Findings Deck
      Publication Date: 12/2010
      1
    • 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?
    • 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.
    • 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.
    • 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.
    • 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.
    • Download the Full Benchmark Report for Free (with complete vendor landscape)
      7
      http://bitsy.me/0ak
    • 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