In a recent article published on destinationCRM.com John Goodman asks…
What’s wrong with traditional customer involvement methods?
A new study by Forbes and ASQ of more than 2,000 global senior executives and quality professionals found that only one-fourth formally involve customers in quality discussions.
But companies that describe their quality programs as world class are twice as likely (52 percent) to be ones that involve customers in such discussions.
Also according to the research, only 16 percent “strongly agree” that they use big data to measure customer experience and sentiment. Organizations that assess their quality programs as world class are two and a half times more likely to use big data to measure customer experience.