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For Customer Experience Professionals

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October 6, 2008

US Customer Service Consumer Survey, 2008

Leveraging Consumers' Social Behavior to Improve Effectiveness

by Zachary McGeary

with David Daniels

This is an excerpt

Executive Summary

Diminishing value of feedback collected from online surveys will encourage service executives to consider other avenues of collection such as unstructured feedback through service touch points and community forums. Support communities that encourage collaboration among consumers and with members of their organizations will meet these needs, while driving marketing and sales initiatives.

TABLE OF CONTENTS

itemExecutive Summary

itemConsumers Increasingly Providing Feedback About Customer Service Experiences That Companies Cannot Manage

itemEmerging Wealth of Feedback Will Present Organizations with Strategic Insight into Business Operations

itemCreate Vehicles for Capturing Feedback and Implement Structural and Procedural Improvements Based on Feedback

itemCase Studies

itemReport Methodology

This is an excerpt

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ALSO OF INTEREST

RESEARCH CATEGORIES

Technology

Packaged Applications, Customer Relationship Management

Geography

Asia Pacific, Europe, North America