According to Temkin Group, companies that are considered to be customer experience leaders have a 16 percent advantage over their competitors in key customer retention metrics — willingness to buy, reluctance to switch brands and likelihood to recommend.
So, it’s critical to tune in and take action. But what’s the best way to listen to the voice of the customer?
A well-designed customer survey can be an effective tool for gathering the information you need to take the customer experience to a new level. But you must first understand — and overcome — the challenges of collecting feedback that yields actionable results.
With advanced analytics and reporting, an ORM platform can help you gain operational insights from customer feedback in surveys, and use those insights to improve the customer experience.
This eBook is the third in series designed to help you get started using Online Reputation Management within your organization.
Read Taking Action on Customer Feedback to learn:
- Why surveys are a critical aspect of managing your reputation
- How to design surveys for maximum engagement and feedback
- How advanced analytics and reporting can deliver actionable insights