Free the Data: The Business Impact of Democratizing Customer Feedback

Democratizing customer feedback can be extremely powerful. Getting this information into the right hands by providing widespread access impacts three kinds of business performance:

• Performance with customers (e.g., creating satisfying experiences and resolving issues)
• Performance with employees (e.g., engaging and retaining staff)
• Financial performance (e.g., growth and profitability)

To achieve these benefits, customer-centric companies must find ways to weave feedback into daily operations across their entire business. With these practices in place, companies are in a strong position to drive continuous improvement and create sustainable value.