A clever integration -- but what does it tell us the rest of us?
To us it's about the importance of innovation in driving customer feedback.
So how important is customer feedback to you business?(do you even know?)
If your company has never done it seriously -- then you'll probably find you're missing some information to make that decision. Our advice to companies is that customer feedback is a useful tool which should be tested in earnest to see its potential for impact on your business.
If it is important -- then its worth investing in -- so how do you invest in it?
This example points to fact that increasing feedback rates requires both innovation and precision to achieve a higher response rate. Precision means mapping the customer experience from end to end to find where the break points nad opportunities are to create connection points for later feedback sourcing. The innovation comes in designing ways to integrate feedback into a connection that is built at an early stage of the "buying" process. Just like Feedback911 has done with this partnership.
Feedback connection has leveraged Diner Connections's early access to customers during the dining process -- a key hurdle in the restaurant space -- since most customers never provide a contact point as part of the normal process