Seven ways to embed your EFM programme to drive salesToday's C-suite executives are familiar with customer feedback in ways that colleagues in previous eras could only dream of. They have measurement and management programs at their fingertips that allow them to actively manage the experience and, if done properly, to drive sales in an organisation. Companies that have successfully harnessed these Enterprise Feedback Management programs to drive sales have done so under a broader vision of a commitment to customer experience, proving that collecting customer feedback alone is not enough to drive return on investment for these programs. Why is that? Because success comes from ensuring that customer experience is understood and managed in the context of the overall business strategy. Successful companies see that it takes the combined forces of all parts of the organisation to optimise the customer experience. They see that strategy dictates investment decisions and priorities across a wide range of areas. In short, a truly successful enterprise feedback management program is designed with the corporate strategy central to the program and has links to all the key functions of an organisation:
The array of numbers, KPIs and initiatives that a manager needs to manage on a day to day basis can be daunting. In designing an enterprise feedback management program, it is critically important that the business recognises the complexity of this and develops a program which aids managers in driving a vision. In developing your enterprise feedback management system, think broad and deep. Create real change by embedding your system to drive the overall business vision. This is what will provide executives with what they are looking for: a program that improves customer experience, drives strategy and increases sales. Should you have any questions about this, please contact: moc.sospi@gnok.yar
| ||