Best Practices in Evolving Your Customer Feedback Programs
Posted by Sean Rehder (Permalink) | 0 Comments | | Wednesday, August 02, 2006


By Jamie Grenney

"We spent the last two days at CustomerSat's Customer Leadership Conference meeting with many visionaries driving their businesses to new levels of customer loyalty and satisfaction. Attendees had titles like Director for Worldwide Customer Operations, Senior Director of Customer Advocacy, and Director of Customer Care. These folks worked for some of the most admired and prestigious businesses in the world today. What they all had in common was a driving passion to evolve their organizations to produce even greater customer experiences. They articulated very detailed customer experience management processes and programs designed to measure and improve key business performance indictors like customer loyalty, including if the customer was rationally loyal (loyal because of the tangible attributes of products or services), or emotionally loyal (loyal because they love the business). To learn their secrets, read on."

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