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Customer Feedback ManagementBenchmark Report,[object Object],Key Findings Deck,[object Object],Publication Date: 12/2010,[object Object],1,[object Object]
Insights and Best Practices from Top Performers,[object Object],Top 3 reasons Top Performers use Customer Feedback Management,[object Object],Top 3 tactics Top Performers use to outperform peers with Customer Feedback initiatives,[object Object],Most common challenge Top Performers face with Customer Feedback Management,[object Object],Top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives,[object Object],2,[object Object],What’s In This Deck?,[object Object]
Increase customer satisfaction,[object Object],Drive customer retention,[object Object],Improve problem resolution effectiveness,[object Object],Reasons to Implement,[object Object],3,[object Object],*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.,[object Object],**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.,[object Object]
Instill an organizational focus on listening to the voice of the customer,[object Object],Derive actionable insights from customer feedback,[object Object],Disseminate data/insights to the right people,[object Object],Value Drivers,[object Object],4,[object Object],*According to Top Performers, based on 276  Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.,[object Object]
Acting upon customer feedback in an automated and systematic fashion,[object Object],Tracking and measuring results,[object Object],Challenges,[object Object],5,[object Object],*According to Top Performers, based on 276  Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.,[object Object]
Customer satisfaction scores,[object Object],Customer survey response rates,[object Object],Customer advocacy scores ,[object Object],Problem Resolution Rate,[object Object],Customer Retention Rate,[object Object],Employee performance score,[object Object],Performance Metrics,[object Object],6,[object Object],*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.,[object Object],**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.,[object Object]
Download the Full Benchmark Report for Free (with complete vendor landscape),[object Object],7,[object Object],http://bitsy.me/0ak,[object Object]
Gleansight: Online Customer Communities,[object Object],Gleansight: Social Media Monitoring,[object Object],Deep Dive:  Customer Feedback Management – Different Roles, Different Objectives,[object Object],Deep Dive:  Top Performers Look to Text Analytics to Listen to the Voice of the Customer,[object Object],Related Research from Gleanster,[object Object],8,[object Object]

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Customer Feedback Management - Best Practices

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