|
Integration: Managing Methods & Metrics
CRI offers many different Full-Service
methods for gaining customer feedback. Over time, however, organizations
may find they have several customer feedback mechanisms operating across
various functional areas, often with little standardization of
measurement and no way to access the data in an integrated fashion.
CRI’s Integrated Customer Feedback Program is designed to
centralize, standardize, and synthesize your customer communication.
While applicable to any enterprise, integrating these feedback
mechanisms is particularly important for Retail industries. These two
PDF's are quite useful in outlining our
General Integration Initiative and
our more specialized Hardware/Home Improvement
Program—
The CRI "Report Card" Program
This basic method of customer
communication is important to have in place to assure that customers
know there is a feedback channel open to them. Offering an
online version of a Customer Feedback Card
also gives customers a sense that you care and makes
responding more convenient and less threatening. This is especially
important for identifying disgruntled customers—negative feedback is
forwarded to you immediately for remedial action. These programs can
stand alone or be a part of the a larger Integrated Feedback Program.
Specific Report Card programs are available for download—
CRI
will work with you to assemble an affordable, custom program of
integrated customer feedback or "Report Card" program to fit your
organization’s needs and budget.
|
