Tap the Power of Customer Feedback

by Carolyn Hall

Published on April 6, 2010

Tags: Brand Loyalty, Collaboration, CRM, Customer Engagement, Surveys

In 2010, there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes.

Thanks to today's Web-based technologies, you have an unprecedented number of opportunities to generate real business value from such insight.

By embracing a customer-feedback program, you can gain insight into customer attitudes and learn important truths about buying behavior as well as the evolving attitudes that will determine future buying behavior.

Understanding customer attitudes enables you to act quickly to prevent customer churn. Additionally, you can maximize cross-selling opportunities.

Marketing departments can use a customer-feedback program to drive tailored marketing campaigns and strengthen the relationship between brand and customer. Such programs are not just about making customers happy; they deliver real commercial value, too.

Exercises for the Brand

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Carolyn Hall is product marketing manager at Confirmit (www.confirmit.com), a global vendor of software for customer feedback, employee feedback, and market research. She can be reached at carolyn.hall@confirmit.com.

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