News: Valuing Consumer Input Makes All the Difference

June 20, 2012 | Website Magazine

Article Excerpt:

A new study from Customer Experience Management (CEM) solutions provider Empathica Inc. reveals that despite a strong desire to provide feedback, consumers are disappointed by brands’ lack of responsiveness. The Consumer Insight Panel study shows that although 85 percent of consumers have provided some form of feedback to big box retailers, only 46 percent of respondents believe that brands actually use their feedback to make changes to the customer experience. Additionally, only 52 percent believe that their feedback is shared with individual locations – despite 81 percent of consumers claiming that feedback should not only be shared with local managers, but also with all of the brand’s employees. read more »

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