Everyone is talking about social media and its impact on managing customer feedback. However, most customers are still using traditional channels to engage with brands, such as email, phone and web site forms. Combining these unsolicited feedback channels, including social media, with solicited survey responses can provide the most complete picture of customer loyalty and engagement.
A recent survey by the Temkin Group found that 34% of consumers shared a very bad experience directly with the company by phone, email, letter or....