This deck explores how Top Performers are working to capture, integrate, enhance, analyze and act upon customer feedback in a systematic fashion. It shows top 3 reasons Top Performers use Customer Feedback Management, top 3tactics Top Performers use to outperform peers with Customer Feedback initiatives, most common challenge Top Performers face with Customer Feedback Management, top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives.

1. Customer Feedback ManagementBenchmark Report Key Findings Deck Publication Date: 12/2010 1

2. Insights and Best Practices from Top Performers Top 3 reasons Top Performers use Customer Feedback Management Top 3 tactics Top Performers use to outperform peers with Customer Feedback initiatives Most common challenge Top Performers face with Customer Feedback Management Top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives 2 What’s In This Deck?

3. Increase customer satisfaction Drive customer retention Improve problem resolution effectiveness Reasons to Implement 3 *According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey. **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

4. Instill an organizational focus on listening to the voice of the customer Derive actionable insights from customer feedback Disseminate data/insights to the right people Value Drivers 4 *According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

5. Acting upon customer feedback in an automated and systematic fashion Tracking and measuring results Challenges 5 *According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

6. Customer satisfaction scores Customer survey response rates Customer advocacy scores Problem Resolution Rate Customer Retention Rate Employee performance score Performance Metrics 6 *According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey. **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

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8. Gleansight: Online Customer Communities Gleansight: Social Media Monitoring Deep Dive: Customer Feedback Management – Different Roles, Different Objectives Deep Dive: Top Performers Look to Text Analytics to Listen to the Voice of the Customer Related Research from Gleanster 8