Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
That [...]

While many business managers see only doom and gloom ahead, some are focusing on a new way to unlock a prosperous future – even in a tough recession. Through the game-changing principle of engagement, companies can learn to use technology and best practices to extract new revenue from their existing customer base.

A new research report from industry analyst firm Aberdeen Group called “Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand” reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.