Tag Archives: tracking customer feedback

NACCM 2010: The Organizational Impact of Real-Time Customer Feedback

Presented by: Matthew Bowman, ALLEGIANCE

Real-time customer feedback: Contrasting real time feed back against laitency issues that are common with customer feedback reports. The internet and social media are providing customers with new expectations. Social Media has conditioned most US consumers to expect to be able to give feedback. SmartPhones allow customers to comment on the spot, or on the way to the car after they’ve had a bad customer experience.

The biggest growing demographic on social media is women ages 35-55. They’re also the largest purchasing demographic. The pure amount of data now available is providing customer feedback is causing companies to have to take notice. American Express finding ‘ 61% of Americans will pay a premium of 9% for better customer experience.

Text analytics tools can help pull in feedback and analyze it when it comes to complaints on the internet. These can allow you to quantify all of the feedback, not just ‘positive’ feedback and ‘negative’ feedback.

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Are you Tracking Customer Feedback?

Jackie Huba recently posted on the Church of the Customer Blog that a CMO survey showed that most companies are not tracking customer feedback. This poses as a huge problem because companies can not improve if they do not track what is being said about them. Here’s a recap of the findings of the survey conducted on 400 senior marketers.

Of the survey participants:

  • 56% said their companies have no programs to track or propagate positive word of mouth
  • 59% don’t compensate employees based on improvements in customer loyalty or satisfaction
  • only 16% said their companies have a routine system in place for monitoring what people are saying about them or their brands online

How is your company listening to customer feedback?