Asking the Right People the Right Questions – Best Practices for VoC Programs

Jul 10, 2013

Does your customer feedback program / surveys give the insight your organization needs to influence and impact important customer relationships? If not, you are not alone. Most organizations get lots of customer survey data, but no indicators or best practices on how to use that data to optimize customer relationships. During this podcast of the webinar, The Chapman Group presents survey best practices and processes that their own LoyaltyProfessional™ team uses in optimizing Fortune 1000 customer survey programs. The best practices and approaches discussed in this presentation include:

• Develop and ask “actionable” survey questions
• Align questions to customer contact roles
• Use surveys to support and develop customer relationships
• Transition your customer survey program into a competitive advantage

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