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ECT News Community   »   CRM Buyer Talkback   »   Re: Employee-Customer-Employee: Closing the Feedback Loop



Re: Employee-Customer-Employee: Closing the Feedback Loop
Posted by: Jeffrey Henning 2009-10-09 15:00:16
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Organizations with the most loyal customers not only measure and monitor employee interactions with customers, but also share that feedback with employees. This creates a closed-feedback loop that allows customer-facing staff members to understand the impact of their interactions on customers, enabling them to improve those interactions over time. While few organizations make such employee assessments today, more are embracing the practice, as they see the benefits it provides to direct competitors and to best-of-breed benchmarked firms in other industries.


Customer Surveys, Employee Surveys, Satisfaction Surveys
Posted by: BettyJ 2011-10-12 08:18:32 In reply to: Jeffrey Henning
Customer surveys improve satisfaction and loyalty by identifying the basis of customer behaviors. If favorable employee opinions, attitudes, and beliefs are high, there will in turn be greater customer satisfaction and loyalty. These combined factors will then, in turn, create a positive corporate/brand image and overall improved organizational performance.
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Which best describes what you think about requiring Covid-19 "vaccine passports?"
It will prompt more people to take the vaccine to help end the virus.
It will lessen restrictions and provide more freedom for individuals.
It is a violation of privacy and civil liberties.
It will lead to stigma and discrimination.
It will encourage counterfeits and other criminal activities.