Giving the customer voice more volume
The voice of the customer has never been more important than it is in today's depressed economy. Marketers must be far more attentive to the needs and wants of customers while constantly calibrating and cultivating customer experience, engagement and loyalty.
The CMO Council is asking for views and insights into how marketers are listening and responding to customer input, concerns and issues.
An audit, "Turning Customer Pain into Competitive Gain," is available online and is part of a new strategic research initiative aimed at giving the customer voice more volume. The CMO Council are keen to understand how companies' levels of commitment to customer experience and their effectiveness in turning detractors into disciples, and objections into opportunities. Responses are kept confidential and aggregated findings will be shared on completion of the study in January, 2009.
To contribute insight, visit, www.cmocouncil.org.