How Tech Tools Can Grow Customer Loyalty

By Dennis McCafferty  |  Posted 10-28-2016 Email

If talk really is cheap, then can the act of listening pave the path to untold riches? It's quite possible—at least from a corporation's perspective, according to a recent survey from HundredX. IT solutions which enhance the ability to listen to customers, findings reveal, are emerging as top tools to boost satisfaction levels among those customers. And these "happy folks" are then much more likely to transform into brand ambassadors for the companies that make an effort to lend them an ear. What's more, through instant feedback from consumers, organizations are better positioned to capture opportunities and solve problems. The benefits of listening to customers also translates to the resolution of internal challenges—specifically employee retention—as consumer feedback helps companies identify (and keep) rising stars within their ranks. That said, some classic "old school," non tech-related gestures—such as recognizing staffers' accomplishments—go a long way here too. More than 500 U.S. C-suite members and other execs took part in the research, which was conducted by YouGov.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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