How to Focus My Customer Experience Efforts?

Posted by Keith Schorah on June 15, 2011

0 comments | 1430 reads

The feedback market has matured to the point where 95% of companies actively collect customer feedback, engaging with customers and raising their expectations. All too often the data gathered by these companies is held in databases which become silos of customer feedback data, often without a logical structure or focus.

Without the ability to combine with other data sources such as CRM, financial and operational the business is unable to identify which segments and key customers are at the greatest risk of churn and the associated financial impact.

Customer experience leaders are able to use this depth of information to drive improvements in their business, ensuring the risk of churn is mitigated and improvements in customer satisfaction are sustained.

Keith Schorah

Keith Schorah founded SynGro, a leading Voice of the Customer (VoC) company in 2004, following a distinguished career in sales and marketing within the IT, telecommunications and industrial sectors, and a long consulting background of designing and implementing customer service programmes in companies around the world. SynGro is focused on the enterprise sector of the Voice of the Customer market where its skills in integrating VOC information with client data such as financials and CRM have been paramount to its success.

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