To thrive and survive in a competitive marketplace, retailers must tap into and leverage customer feedback. Voice of the Customer (VoC) and Customer Experience Management (CEM) programs present the opportunity for merchants to truly understand the wants and needs of their target customers. However, to truly be successful, retailers must be sure the most efficient processes and solutions are in place.
Staples Canada and Grocery Outlet are two retailers that successfully garner feedback across channels and consistently apply it across their organizations. As a result, these merchants are making better decisions with a more in-depth understanding of their customers, and are delivering consistent experiences across channels.
To learn about the seven deadly sins you must avoid to roll out successful customer feedback programs, complete the form below and download the white paper titled: Tackling The 7 Deadly Sins Of Customer Feedback Programs.