It’s always been a challenge for businesses to derive meaningful feedback from their customers or their employees, due to misguided survey attempts or lack of dynamic survey technology.
Even as that challenge grows more complicated with the use of mobile devices and very limited windows of time to obtain feedback, listening to customers and employees has never held greater power.
The data you gather but don’t act upon is like the field you sow but never harvest: it’s a costly tragedy of unrealized opportunity. And yet, while 95 percent of companies engage with customers and employees – running surveys, questionnaires, opinion polls, evaluations and the like, only a reported 10 per cent act strategically on the findings.
In only a few short years social media has transformed customer feedback and service in a whole lot of exciting ways.
Consumers, whether talking about their experiences, expressing opinions or voicing complaints, generate huge quantities of unstructured data containing significant business value—if it can be extracted.
voice of the customer
Customer Experience Management
increase response rate