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 [...]
This is one to take you breath away! We know from an study by Gartner in 2007 that while 95% of corporate US engages in some form of customer feedback, only 10% actually take action it. We also now know that too many businesses are developing a listening capability to review and act on social [...]
From USA Today – “As inboxes fill with requests to appraise holiday purchases and trips, it’s prime time for feedback fatigue.” The article is a nice reminder that whilst customer feedback can provide great value, there is a big exposure to the brand if used improperly. Survey fatigue results from over-surveying. When someone who recently [...]
An interesting article was posted in Hospitality Technology today with a provocative title capturing the current interest in QR codes by Cihan Cobanoglu, Ph.D., CHTP. A nice, brief article claiming the virtues of this type of technology relative to the paper based system employed by many restaurants – but flawed in it’s conclusions hence was compelled [...]
The headline above above is from an Emarketer article from November 10th and lays out the facts in the assessment of business response to customer complaints picked up by social media. The genie is out of the bottle. On the one hand, social media is the proclaimed (self proclaimed?) answer to the marketers prayers – but [...]
When I was a young beardless boy at undergrad school in England, I liked Operations Research. It seemed so logical and less fluff. During those days we learnt about variety – specifically Ross Ashby and his law of Requisite Variety. It states that variety is needed to limit variety – like having grid squares on [...]
In the latest of a series of thought provoking articles by QSRBuzz, highlighting mobile technology in the Quick Serve Restaurants, Opiniator is discussed as a customer retention and analysis tool. Nice quote from Portland’s Hotlips’ Pizza Operations Director – Lou Hijar who says of Opiniator “We were able to analyze data quickly and efficiently. Immediate [...]
Why customer feedback matters even in flooring or… The Opiniator 6 Laws of Customer Feedback My recent Surfaces 2011 presentation on “How to use customer feedback to improve cash flow” is based on a very simple premise: if you retain your current customer base through the use of actionable customer feedback, your business will make more profit. [...]
So I will be the one that calls out the emperor’s clothes here. Is it just me or has the word-space devoted to social media just gone off-the-page mad? Self proclaimed gurus, tactics in search of strategies and aimless wanderings into the social media space seem the subtext behind the subject. Of course social media has [...]
