This is an interesting article, lets reflect with law firms in mind and those that engage with businesses instead of consumers.
Gathering feedback via traditional methods like surveys etc are only as good as the people they target. As illustrated in this article feedback should penetrate deep into the organisations you deal with and drive new initiatives and strategy.
Empirical offer a unique way to manage your customer feedback initiatives and it can be conducted as a fully white labelled process. Just reach out to find out more....
Smart companies turn this traditional approach on its head. Instead of relying on scattershot annual surveys and hearsay, they systematically focus on key decision makers in the client organization. They view the process of collecting direct and more frequent feedback from these stakeholders as the first step in supporting sales representatives, account managers, operations teams and service agents in solving customers’ problems and earning more of their business.