A new study has been released by Market Tools, a company specializing in Enterprise Feedback Management met with over 330 companies with revenues over $10 Million. 23 % of companies did customer service and support on Facebook but only 12% on Twitter. 5% didn’t think customer satisfaction was either extremely or very important. Read the full article to learn more.

A Voice of the Customer programs can make a difference in an organization but only if management is willing to listen and take action. At my organization, we had a forward thinking President who brought in bonus payment for all employees..even salaried ones. Half the bonus was for business related results (revenue and profit) and half came from a customer satisfaction rating. There were some very interesting outcomes of this action.

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