As Managing Automation has reported, today’s customer management paradigm — for manufacturers and service companies alike — assigns high priority to gathering, filtering, and applying feedback.
This week, at its annual Customer Experience conference, Forrester Research placed its stamp on some of the best practices associated with this technique by crowning its “Voice Of The Customer” award winners. This year’s crop hails from a diverse set of industries, including online tech retailer CDW, financial services stalwart American Express, and computer maker and services provider Dell. The awards recognize “initiatives that enable companies to dramatically improve how they collect, interpret, and react to customer feedback,” and Forrester calculates the winners based on five measures:
- Clarity of approach
- Business value to the organization
- Positive impact on customer experience
- Innovation
- Potential for other companies to repeat the practice