Whether you call it customer feedback, customer satisfaction surveys or Voice of the Customer, you first need to listen to your customer before you can deliver what they want.
The Listen phase of Customer Loyalty Management builds an on-going customer feedback management process to collect information from your customers.
Outcomes
- Understand what your customers really want
- Understand how well are you delivering
- Assess the gap
Methodologies We Provide
- Customer Strategy and Context
- Which customers
- Which touch-points
- Which key opportunities
- Customer feedback tools
- Multi-issue surveys
- Multi-contact methods: Face to Face, Telephone, Email
- Net Promoter Score
- ServQual
- Transactional / Relationship surveys
- Employee feedback tools
- Employee Net Promoter Score
- Implementation
