Some people believe that sharing and acting on feedback enterprise-wide is only slightly more complicated than hitting the “send” button. In fact, an enterprise feedback solution is the engine that drives a company’s ability to improve the customer experience. Choosing the right technology is critical. Here are some key elements to look for:
Technology that everyone will use
- Intuitive, easy-to-use user interfaces—if it’s too complex, no one will use it.
- Flexibility to customize what’s reported to each user: every user gets the relevant data she needs—no more, no less.
- Ability to synchronize reporting with organizational changes—the system should adapt to your needs, not vice versa.
- Multi-language capability (including on-the-fly translations) so all users can access the data, no matter what their native tongue.
Technology that remains current
- Indispensable software that becomes part of your corporate culture.
- A vendor with technology innovation in its blood, driving you toward improved performance for many tomorrows.
Technology that shares best practices
- A solution that systematically shares ideas across your firm, so the company as a whole adopts what individual parts have done successfully.
- Technology-enabled data mining, which is sometimes the only way to identify best practices in large, widely distributed organizations.
Technology that drives collaboration
- Functionality that identifies and prioritizes action areas.
- Ability to assign tasks (to avoid duplication or absence of effort).
- Tracking of task performance, and automatic escalation when tasks are not completed.
- Built-in customer recovery and case management.
