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Helping you put the customer at the heart of every decision.

World-Class Information Gathering

Information gathering forms the foundation of a successful customer listening system, and ensures a company has the right inputs to drive meaningful actions that will impact business performance. Here is the framework for achieving a world-class process for gather information.

  • Multiple listening posts exist for regular solicitation of structured feedback covering key experiences and lifecycle stages and incorporating employee feedback sources, as demanded by company strategies and challenges.
  • Open-ended questions designed to maximize the application of advanced text analytics.
  • Monitoring/analysis of unsolicited feedback integrated into program design.
  • Contact list planning to ensure robust representation and to prioritize participation.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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