Sharing customer feedback in real time: video demonstration

Adam Dorrell of Customer Gauge made a great video demonstrating an approach to sharing customer feedback with front line employees real-time.  Many members of the NPS Loyalty Forum have used similar approaches with great success.

We first saw an early implementation of this sort of thing at Progressive Insurance.  They created a home-grown system called Alchemy to manage their customer feedback processes.  Among the notable features they built:  a stock ticker type of display that runs across the bottom of customer-facing employee screens with the latest verbatim comments from their Net Promoter surveys.  This approach was so notable that several other members of the NPS Loyalty Forum have copied it.  Customer Gauge has built the capability into their solution, and judging from the video, it looks very nice.

Why is this sort of approach so valuable? 

• Sharing the feedback in real-time elevates its perceived importance
• Providing up-to-the-minute feedback creates a sense of urgency
• Providing actual customer comments lends credibility to the feedback that ultimately gets aggregated into team or unit feedback and scores, motivating learning and action