A great report by Aberdeen Group has come out that reviews the WHY of having Voice of the Customer (VOC) programs and WHAT these businesses have in common to enable higher retention rates. It is very good news for those who who want to implement an effective structure for best practice and need to justify the cost of change. [...]
The latest Aberdeen Research report on Customer Feedback Management, investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. For revenue growth, Best-In-Class companies achieved an average of 28% year on year revenue growth but laggards were at best flat. Best-In-Class had retention rates at 82% (wow), Lagards [...]
