Successful Implementation of a Customer Feedback System

Q: Successful Implementation of a Customer Feedback System
A:
The key to satisfying customers is not just to measure what happens but also to use the data to drive action throughout the website. Leading CMS managers start at the top, with a metric to measure the customer experience, and then cascade downward into their key customer journeys and performance indicators. To move from knowledge to action, the website needs proper governance and leadership. Many websites have governance structures that include a sponsor, a website customer manager and a member of senior management who can review and analyze the customer feedback data. These tasks are carried out day-to-day work in the website because to succeed, the transformation must take place within normal operations.

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