Evan Klein and Dale Knauss
According to a recent study by Heidrick & Struggles, the customer is the number-one focus for C-level executives for 2009. Acquiring new ones, improving retention, and increasing their lifetime value are critical to the success of every organization. Companies with the highest customer loyalty engage in a co-creative process with their customers. They have a formal process for obtaining customer expectations, preferences and perceptions and they use that feedback to help drive strategic initiatives, service enhancements and process improvements. This webinar will discuss several types of customer feedback programs, what is required to make them successful, best practices associated with their design and execution and pitfalls to avoid. It will also cover how they can be leveraged to improve customer loyalty, referrals, retention, share-of-wallet and sales close rates.