American inventor Charles Kettering once said, “A problem well stated is a problem half solved.” This maxim is as relevant to business success as it is to invention. Business growth is often fueled by customers who clearly, honestly report problems. We might tack on an addendum for business: A problem immediately relayed is often more easily resolved. In an ideal world, managers would know about each customer complaint mere moments after it had been lodged. To appreciate how such real-time feedback can impact customer engagement, let’s review a case study: Schlesinger Associates.
PeopleMetrics’ CEM solution helps them do so, first by capturing real-time feedback from clients who have recently visited a Schlesinger Associates office. About 100 such customer surveys are completed each month. If a customer indicates that they were dissatisfied with an aspect of their experience, a Recover Alert is sent to the facility manager and the CEO. Each Recover Alert contains information about the customer’s concerns, as well as a compilation of all survey responses. This information empowers Schlesinger Associates managers to quickly, efficiently resolve customers’ complaints.
For the full article see Customer Engagement News
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