Five Best Practices for Customer Experience Management Programs

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Engage your frontline

Medallia's benchmark study shows that organizations where employees, from the C-suite to the frontline, engage with customer experience feedback achieve greater customer satisfaction. Frequent frontline engagement with voice of the customer data is associated with Net Promoter Scores (NPS) that are up to 20 points higher on average.

The speed of mobile feedback from customers is increasing as mobile marketing adoption spreads, according to Medallia's recent release of its annual Customer Benchmark Research Study.

The report shows that organizations that engage their frontline, embed the voice of the customer (VOC) into their business, capture customer feedback from across channels, and invest in customer recovery achieve much higher customer satisfaction than those who do not.

To develop the benchmark report, the Medallia Institute, a unit of Medallia, analyzed hundreds of customer experience management (CEM) programs in the Medallia client portfolio. Companies fell primarily within seven industries: business services, financial services, hospitality, manufacturing, retail, software/Internet, and telecommunications.

 

Related Topics : Business Structure, CRM Solutions, Enterprise Software, ROI, SugarCRM

 
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