QuestBack’s 2013 outlook forecasts
that while quality customer feedback will remain a critical piece of the
business strategy, organizations will realize a 360-approach, including
employee feedback, will separate the good from the great.

QuestBack’s predictions for 2013

• Employee feedback as the business strategy linchpin
  –
  A critical focus for organizations will be to incorporate employee
  feedback into customer satisfaction creating a more customer-centric
  organization. By linking internal feedback to external customer
  information sources, organizations will have a clearer view of issues
  and will be better equipped to identify the root cause and resolve them
  more quickly. To accomplish this, businesses will seek to link employee
  feedback to the customer experience. This will manifest itself in two
  ways; the extension of customer satisfaction KPI’s across all lines of
  business and the deployment of tailored dashboard solutions that pull
  information from all brand stakeholders and empower quick, efficient
  reporting from the frontline to the boardroom.

• Rise of the Chief Experience Officer
  –
  The title has been floating around the boardroom table for a few years
  now, but in 2013 organizations will get serious about getting a Chief
  Experience Officer on the payroll. As brands face stiffer competition
  and pressure elevates around consistently delivering coherent and
  satisfying product and service experiences to customers, businesses will
  seek ways to align teams, budgets and tear down organizational
  roadblocks to customer experience success.

• Market research experiments with the "Siri-effect"
  –
  In an effort to capitalize on the ‘next big thing’ in mobility,
  marketers will seek to take feedback to the next level via
  voice-activated surveys. Fresh techniques inspired by Apple’s Siri
  technology will help brands break down the barriers of survey fatigue
  and get in front of the notoriously tough-to-reach young male and
  business executive audience.

• Gamification takes mobile feedback to the next level
  –
  Everyone is talking mobile these days, but most are not effectively
  executing mobile strategies to gather feedback. In 2013, businesses will
  look to adaptive layouts, with little or no manual intervention, as a
  way to achieve scalability across devices and platforms. They will
  strive to support the capabilities of target devices, rather than the
  other way around. For instance, we’ll see a rise in customized graphics,
  like touch screen-enabled dials, replacing the boring check boxes of
  years past. This trend towards ‘surveytainment’ will provide a more
  entertaining feedback mechanism for customers, thereby increasing
  response rates.

• Augmented reality and location-based awareness gain traction
  –
  A critical focus for marketers will be getting to the right audience,
  at the right time and in the right place. In order to create actionable
  insight and drive customers to make purchasing decisions, organizations
  will look to new platforms to connect and innovate. This will include
  augmented reality, whereby a virtual world is created when customers
  look through their phone or location-based prompts on nearby deals,
  surveys and product feedback opportunities.

"In 2013 we
fully expect organizations to face challenges and confusion as they
struggle to understand how to cut through the noise and create quality
connections with customers. Successful organizations will deploy
technology solutions that help them gain a holistic, integrated view of
their audience and empower them to get actionable insights on the
customer’s terms, via mobile, augmented reality, voice-activation, etc.,
rather than waiting for the customer to come to them." – Oliver
Trabert, CTO, QuestBack

Pressreleasen kommer från: Newsdesk