Customer Experience Management – what does it mean? Many companies overlook how important customer experience management is. The goal of customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. That being said, customer experience management is crucial because it is the key to creating customer retention and […]
Social businesses: Positioned for increased profitability It is impossible these days to read a company’s blog without seeing the term social businesses. Changes in society and technology are providing opportunities for companies everywhere to become social businesses that interact with all the stakeholders in their marketplace to create and deliver profitable products and services. This
‘Tis the season to give feedback – but what is feedback? If I were to ask you to give me a definition of “feedback,” what would you say? The words “criticism,” “remark” or “response” would most likely be in your answer. In truth, feedback is defined as “an essential skill in interpersonal communication.” A person’s
Feedback systems increase profitability Well managed customer relationships, timely focused communications and feedback systems combine to develop an acute understanding of customer needs. This in turn increases the potential for products to be profitable once introduced to the marketplace. Feedback is crucial information that guides the actions of all stakeholders. A well designed feedback system
The importance of the customer idea Customers are better at coming up with innovative ideas about the product or service they are using, than the employees who work at developing them. While employees may predict downsides and obstacles, the necessary work routine, approvals and budget act as a restraint and prevent employees from coming up
Customer portals encourage sharing of critical information Customer portals are multichannel applications that easily encourage sharing of information and content between your customer and the team members in your organization. Essentially, the information gathered and analyzed from a customer portal allows companies to better aggregate insightful data that supports the production of customer centric products
In today’s competitive world of product development it is more important than ever for companies to keep customers satisfied. After all, they are the reason the business is still standing. However, in a busy corporate environment, it’s easy to fall behind on projects and deliver problematic products or services, which results in a tense relationship
Site feedback helps optimize your website There are many things to consider when building a website: the message that you want to convey to your various stakeholders and a multitude of design elements, such as, colour, layout, graphics…and the list goes on. However, a website is not a one-way form of communication— from you to
Finding customer value Customers will find value in those products and services that fulfill their needs and solve their problems, quickly, effectively and at a low cost. Many organizations use feedback management programs to develop the products and services that customers will value and purchase. They listen to their customers—needs, ideas for new or improved