Meta-analysis of a new Aberdeen report provides important insights into the most important customer feedback management differences between successful companies and unsuccessful companies. What is really interesting is that the drivers of success are less about collecting customer feedback and more about what you do with it.
The April 2012 Aberdeen report “Customer Feedback Management” investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. While their key conclusions include the need for laggards to include customer feedback into business decisions (well of course!) and listening to customer via social media (social media will solve all our problems…).
I disagree with their conclusions but a little meta-analysis of their results gives some very interesting insights. [Read more…]