Current Volume 9
Abstract
Nowadays, customer feedback has become a vital strategic resource in the arsenal of businesses striving to offering better services and growing sustainably in this cut-throat business world. Customer feedback is one of the most attractive features of a good CRM tool as it can be a powerful driver of innovation. When a company knows its customers well and understands their expectations complaints needs, and purchase behavior, it can tailor products, marketing, and customers. This study is based on its first phase of research that included the use of diaries for one year and the six-hour workshop with key stakeholders. This research paper is based on a qualitative methodological approach and a thorough examination of the literature published since 2021. According to results, companies that constantly track and monitor customer feedback can spot the weaknesses in their services, come up with new ideas for their products, and develop personal relationships with their customers. On the other hand, there are many barriers such as poorly designed feedback systems, shortage of staff with analytical skills, and lack of top management commitment that can reduce the gains of feedback usage. The article points out that by a well thought and rolling out customer feedback project can be very impactful: usage of digital feedback tools, real-time analytics, and customer-centric organizational cultures. Furthermore, it suggests that enterprises should incorporate feedback processes into their main activities and follow continuous improvement strategies to not only enhance service performance but also to stimulate growth.
Keywords
Customer Feedback, Service Delivery, Customer Satisfaction, Business Growth, Service Quality, Customer Experience
Citations
IRE Journals:
Onyinyechi Isima "Leveraging Customer Feedback to Enhance Service Delivery and Drive Business Growth" Iconic Research And Engineering Journals Volume 4 Issue 9 2021 Page 395-403 https://doi.org/10.64388/IREV4I9-1717816
IEEE:
Onyinyechi Isima
"Leveraging Customer Feedback to Enhance Service Delivery and Drive Business Growth" Iconic Research And Engineering Journals, 4(9) https://doi.org/10.64388/IREV4I9-1717816
About IRE Journals
IRE Journals is an open access online journals established with an aim to publish high quality of research work in various diciplines. We have more than 6 years in publications. Over 2500+ papers already published.
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