Anyone with experience in the area of customer feedback will tell you that benchmarking is a key component. What makes it so important is the need to ensure the actionability of the feedback results. We have discussed this topic (actionability) separately — especially in the context of ‘feedback naysayers’ in each company — those who lack customer centricity and typically undermine rather than embrace VOC efforts.
In that context, there are at least two key angles to benchmarking:
1. PEERS: In the end, businesses live and die by their competitive position, and knowing how ... READ MORE