Discover the highlights of feedback from B2B and B2C companies such as car manufacturers, energy suppliers, insurance companies as well as companies specialising in transportation, leisure or retailing…
Saving the promoters (as well)!
This telecom company looks further than the mere feedback score to detect churn risk. It also relies on alerts spotted in promoters’ verbatim who want to switch to the competition even though they lack any grievance towards the mark.
Quality leads to quantity
These companies specialising in transportation, energy and insurance service notice a real underlying trend pushing customers to be more demanding. Better access to their rights as well as processes made easier through access to numerous contact channels inevitably leads to an increase of customer feedback.
The more, the better
While some sectors try to reduce the amount of customer contact, this famous do-it-yourself company valorizes those among its stores which collect as many customer reviews as possible.
The more customer expression, the easier it gets to assess satisfaction factors and improvement opportunities.
(Feed)back to the launch
This car manufacturer’s head office appreciates visualising feedback gathered the first weeks after launching a new model. Raw feedback allows it to assess the very first customers’ sentiments.
In the right direction (for the customer)
This bancassurance company perceives a profound change in how its business is now regarded.
Formerly, products were created first and then pushed to the customers. Nowadays, clients’ needs are identified before any product get created.
Boosters and killers
This car manufacturer uses ERDIL’s Loyalty Impact Score to extract concepts which are seldom detected yet are strongly irritating (killers) or enchanting (boosters).
Launching a survey right after calling back a dissatisfied customer allows this QA departement to ensure that the given answer met the customer’s expectations.
The Marketing Direction provides guidance to the Customer Relationship teams regarding content and form of the replies to customer comments on social media. Brand image is indeed publicly at stake.
A sound lesson
To keep in mind reality on the ground, this energy provider’s Customer Relationship Director regularly encourage its top management to engage in a thorough listening of the exchanges between customers and advisors. Hearing actual customers expressing themselves remains essential.
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