Managing interactions and relationships between company/customer, company/supplier or company/employee are often delicate and complex. However these parameters are crucial and strategic to guarantee the success and profitability of your company.

Interact with your ecosystem will enable you to discover what your customers really think of your company, of the quality of your products, services and processes or of the competency of you employees.
“Discover what your clients really think of you”
Each interaction with a customer represents a real chance to positively influence the customer’s judgment and build a positive experience that will make your company stand out from its competitors.

Each time that a customer interacts with a company, we will talk about “customer experience” or “customer feedback”, no matter what communication canal is chosen:

• Traditional surveys (web, phone…) that will enable to collect answers to predefined questions.
• Web 2.0. : enables opinion-making, to express a satisfaction level and to communicate widely (web sites, forums, social networks etc).
• Company information systems : if they reference structured data (letters exchanged with the customers for example) or non-structured data (phone conversation review between your customer in your CRM system and your company’s contact centre, entering emails etc).

You certainly already use one or the other mentioned canals, but do you have a tool that enables you to cover all canals simultaneously?

“Understand, share and react”Moreover, these communication systems are often setup with a specific objective and with a limited impact in time. But customer data is perishable. Collecting customer data once a year is not sufficient. This type of data needs to be collected and regularly controlled for more efficiency.

A regular and global interaction is the starting-point of any company/customer relationship. Feedback & Co will enable you to go further and to manage this feedback: understand, share and react are important steps.