When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. Best practice experience suggest that two critical groups are needed: Steering Committee and Process Team. Below we will discuss the role of each. [Read more…]
Customer Feedback Engagement
This series of blog posts will look into the tactics and methods behind increasing customer engagement in feedback surveys, including desirable rates on engagement and the reasons behind engagement of the lack of it.
For over 40 years, CCH Australia has been editing and publishing information resources relied upon by lawyers, accountants and others to help them provide advise for their clients. About 12 months ago, CCH decided to start using the Transactional Net Promoter process to help them drive change for their business.
CCH approached us, Genroe, to help them build and launch their program. As part of the launch, CCH implemented a range of organisational change management processes. Implementing organisational change and implementing a great data collection and analysis system is part of best practice Net Promoter implementation approach.[Read more…]
When you start out on your transactional customer feedback or Net Promoter program everything looks rosy but there are six issues that you will run into all too soon.
Here are the problems you will face and the solutions.[Read more…]
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…]
It always amazes me the trouble companies go to secure new customers and then just throw them into a bucket labelled “Customer”, never looking at them again.
Well that bucket has a lot of leaks and companies are themselves the ones hammering in the holes. Many times you can improve customer retention by just plugging a few of those holes. Here is a recent case in point.[Read more…]