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Organizational Effectiveness Through Feedback Management

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Our Mission at Great Brook is to help organizations listen to their customers, employees or other critical stakeholders. We help organizations develop robust feedback systems to capture these vital information flows and then apply the information to their operations to gain strategic, competitive advantage in the marketplace.  
Dr. Fred Van Bennekom of Great Brook
recently cited in a new book,
by Soudager, et al.
Read our latest article
Customer Effort Score: Fundamentally Flawed Research -- a review of the book, Effortless Experience
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Next Workshops
- Dubai, Feb. 10-12, 2015
- San Francisco, February. 24-26, 2015
- Wash. DC, April 14-16, 2015
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-Private Workshops available at your office for your group
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Offering TBD
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Offering TBD
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
Fred, I loved the book. It has really helped me work more effectively with our outside vendor. I had very little experience and understanding of surveys making it difficult for me to really grasp what the company was telling me. After reading the book, I really am able to take a more active role in the process.
-- Mary McKellar, Digital Insight
Thank you, Fred for everything. Your workshop has been so beneficial even in the brief time since. I think I have already used every aspect of your training.
-- Donna Batten, The Institute of Internal Auditors
All organizations require feedback to survive and prosper. But...
Is your organization hearing all that needs to be heard from your customers, your employees, and other stakeholders?
Are the instruments for hearing these messages properly tuned?
Without feedback loops we cannot assess our product quality in the eyes of the ultimate arbiter, the customer, and we cannot learn how our product-service solutions can be more effective to our customers or other stakeholders. Plus, we cannot learn from those closest to our customers, namely our employees -- especially those on the front line. Perhaps most important, we need a variety of feedback mechanisms, covering all touch point areas, to ensure we're fully capturing the information available to us.
Our products and services address two critical business needs:
1) Survey programs and other market research. We have particular expertise in customer feedback management, customer satisfaction surveys, and questionnaire design for survey projects. We teach clients how to:
Design and build customer feedback management programs in our Customer Feedback Program Design Workshop
Create a survey and perform survey data analysis in our Survey Design and Data Analysis Workshops
2) Developing the strategic feedback capabilities of customer support service organizations. We have a unique expertise in this field, based on years of research in the feedback role of customer support groups. Specifically, we examine:
How these service groups can contribute to the New Product Development process with customer needs
How a company's products can have better Design for Supportability characteristics to reduce Total Cost of Ownership and maximize Total Net Benefit of Ownership.
Survey and
Research Programs
Customer Support Services
Strategic Capabilities
Great Brook has deep expertise in the design and execution of survey programs and projects. We conduct research projects in full, but also offer self-help capabilities through targeted advice in our spectrum of offerings:
Customer Surveying: A Guidebook for Service Managers, published by Customer Service Press.
Survey Design Workshop and Survey Data Analysis Workshop to teach you how to successfully conduct a survey program. We cover project management, questionnaire design, survey administration (for paper, telephone and online web surveys), and data analysis. We offer both live, instructor-led classes and our new webinar classes.
Customer Feedback Program Design Workshop teaching how to build a feedback program.
Survey Mentor suite of targeted consulting to help improve survey questionnaire design, guide you through the launch of a new program or bring an outsourced program back in-house.
Voice of the Customer Audit and Survey Audit services to identify shortcomings in current feedback listening posts.
Hearing what the customer or other stakeholder says is only half the battle. The information must be leveraged in the organization. Service Recovery programs help retain at-risk customers and Customer Loyalty programs engender long-term, profitable relationships.
General Doriot, the ARD venture capitalist who help found Digital Equipment Corporation, is credited with saying, "Either make it or sell it. Don't count it" -- commending the value-adding functions in a business.

"Make it" has new meaning. "Making a solution" for a customer now includes product support -- in all its facets -- for the hardware or software the customer owns. The strategic potential for customer product support services is huge, yet underappreciated, undervalued, and underutilized. While the product usage and support is the end of the product life cycle, that stage is the start of the information life cycle.

Our unique research demonstrates customer support's key strategic role in capturing:

Product performance feedback
Customer needs

With this knowledge customer support has key deliverables in the New Product Development process to ensure Design for Product Supportability (SM) characteristics in the product. Our goal is to help customer support organizations achieve their strategic potential in all areas.

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