While most organizations gather some sort of feedback on a regular basis, the challenge lies in deriving meaningful insights from that feedback and taking action in a way that actually impacts customer loyalty.
Top 10 warning signs that you might need a more robust system to power your Voice of the Customer program:
10. Your first clue that a customer isn't as loyal as you thought they were: they just appeared on your competitor's website as a new success story.
9. You make all of your product feature decisions based on what salespeople tell you.
8. Your competitors know more about your customers than you do.
7. Your management reports say your overall customer satisfaction rating is a "10" – but you have only half as many customers as you did last year.
6. By the time you forward a key customer's feedback about an issue to the person within your company who can actually fix the problem, you've lost the account.
5. Your marketing department hasn't produced a new case study since the turn of the millennium.
4. You've heard rumors of a customer satisfaction program in your organization, but have never seen any customer satisfaction reports.
3. You've seen customer satisfaction reports all right, and they are currently being used as a doorstop.
2. You have a customer feedback program, but it takes weeks to create or modify and deploy a single survey.
And the number ONE reason you should re-think your customer feedback solution:
1. You've been running a feedback program for years but your satisfaction scores haven't gone up.
These tips are from www.markettools.com/blog
Hope these are helpful to you and your business,
Julie
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