Enterprise Feedback Programs

Overview of Enterprise Feedback Programs

Most senior executives want customer focus to be a top priority, recognizing that improving the customer experience is a significant factor in the future success of their companies. It is their responsibility to ensure success across the entire business. They therefore must make significant investments in capturing the voice of the customer. The challenge is to turn that information, which resides in individual silos of information spread across the enterprise, into decisions that will drive improved performance. Key insights derived from mountains of data have to be shared across the business, giving business users access to information that is relevant to their role and level. 

Characteristics of successful enterprise feedback programs include:

Timely Action Delivering coordinated information that answers questions about what is currently happening and why it is happening Transforming analysis into action if the goal is not achieved Prioritizing action based on expected returns are measured from both a financial and customer-centric view Taking timely action based on whether it is a tactical or strategic action and the magnitude of the proposed changes

Company-Wide Visibility Visibility into operational, financial and customer information for every interested stakeholder in the enterprise Dashboard technology to quickly identify problem areas, drill down for answers to the “when” and “why” Recognition that performance management is everyone’s job, from high-level executives to front-line staff, empowering all to monitor health of their part of the business

Enterprise-Wide View Centered on customer satisfaction and loyalty, specifically, those metrics that correlate with all the key components of revenue growth and profitability Customers’ perceptions of all interactions and their overall assessment of the relationship with you Aggregation of all customer inputs in order to analyze across all businesses and down to the account level Corporate strategic objectives, with the departmental and cross-functional initiatives that support them, form basis for all analysis and action

Data Sources and Delivery Operational, financial, customer and employee metrics are tracked in order to guide operations and improve performance in all key areas Data integrated from a variety of sources Data delivered in a variety of mediums that reach the user in the most efficient way, e.g., desktop, intranet, mobile device Dashboards for each function take into account the influences and impacts across functional areas

Range of Customer Feedback Programs

CustomerConnect™ is CustomerImpact’s unique solution that builds on the premise that a positive customer experience drives customer loyalty, which results in greater customer retention, higher revenue, and profitability for the enterprise. A well-balanced and integrated program captures customers’ and other stakeholders’ overall perceptions of the company and of their interactions across multiple transactions, products, regions, and channels throughout the customer lifecycle. Programs include:

• Customer Loyalty and Engagement
• Customer Support Satisfaction
• Project Services Satisfaction
• Customer Churn Reduction
• Assessing Partner Programs Success
• Assessing Supplier Programs Success
• Win/Loss 
• Text Analysis