Wednesday, February 18, 2009

Are you Tracking Customer Feedback?

Jackie Huba recently posted on the Church of the Customer Blog that a CMO survey showed that most companies are not tracking customer feedback. This poses as a huge problem because companies can not improve if they do not track what is being said about them. Here’s a recap of the findings of the survey conducted on 400 senior marketers.

Of the survey participants:
  • 56% said their companies have no programs to track or propagate positive word of mouth
  • 59% don't compensate employees based on improvements in customer loyalty or satisfaction
  • only 16% said their companies have a routine system in place for monitoring what people are saying about them or their brands online
How is your company listening to customer feedback?

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