Many organizations are experiencing challenging market conditions including: increased competition, commoditization and the need for innovative differentiation, the expanding gap between customers’ expectations and actual experience and growing compliance and legislative demands. With the customer at the heart of the business, feedback and complaints play a vital role in reducing the gap between an organizations strategy and the actual customer experience. Feedback can act as a business barometer by exposing early warning signs of inherent problems and providing the insight to drive essential product, service and process improvements throughout the enterprise.
From capturing feedback and complaints, the management and resolution. From analyzing the root cause of complaints and implementing changes to resolve key issues and meet business improvement targets. This is where CDC Respond can help.