Customer Feedback Management within a net promoter framework

We have released another new White Paper discussing how to deploy customer feedback management within the framework of a net promoter based methodology. The white paper discusses how to do this using QuestBack's feedback management toolset. The executive summary follows and a downlink is included at the end of the summary. Comments are welcome

Executive Summary

Making effective use of customer feedback can fuel an organization’s continuous improvement efforts and drive customer retention and growth - to name just a few key benefits. The programs and effort necessary to systematically gather and utilize feedback are sometimes seen as complex, expensive and difficult to implement. This paper demonstrates that this does not have to be the case and presents some practical, clear examples of powerful uses of customer feedback. By taking advantage of an established conceptual framework like Net Promoter, and combining this with a feedback management platform like QuestBack, any organization can create a powerful and practical framework for turning customer feedback into tangible benefits.

Three high-impact customer feedback applications are described (from QuestBack customer experiences):

• A Survey “Hotline” Process to spot problems in the customer base that are expressed in relationship surveys and to take quick, direct actions to prevent customer defections.
• Identify & Engage Your Promoters. Use survey results to identify and segment your best “promoters” or “advocates” for the purpose of engaging them in the marketing mix and stimulating more referrals.
• Create a Dialog through Follow-up. Follow-up your customer surveys by sharing some information about the results and planned actions with all customers. This creates a two-way dialog dynamic with customers and demonstrably strengthens customer relationships.

With an approach guided by the Net Promoter loyalty management concept and implemented with the QuestBack feedback management platform, any organization can easily and cost effectively duplicate the success of these examples and gain the tangible benefits from the effective use of customer feedback.

To view the entire white paper click the link below:

http://docs.google.com/fileview?id=0B0M0bj3iQjmjYzAxYzQ3MmEtMDBkZC00MmNjLWJmMzAtMWFkNmM0NDhlN2Nk&hl=en