Agility Metrics and Retail TouchPoints Team Up To Warn Retailers about the 7 Deadly Sins of Customer Feedback Programs

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New white paper spotlights pitfalls for retailers looking to capture Customer Feedback and measure Customer Experience performance.

This white paper is so important for retailers who are looking to do it right and implement feedback programs that will truly grow customer satisfaction and loyalty.

Agility Metrics, one of North America’s leading providers of retail-focused Customer Experience Management solutions, and Retail TouchPoints, one of the leading sources of relevant and insightful content for multi-channel retailers, announced today the publication of a timely new white paper that delves into the 7 Deadly Sins of Customer Feedback Programs.

This exclusive white paper is targeted at multi-channel retailers and reveals seven common pitfalls that frequently plague customer feedback programs, including: treating customer feedback as an in-house science experiment; ignoring the growth of social and mobile; and failing to measure what matters the most to customers. The white paper also highlights some important “Feedback Fixes,” which provide retailers with guidance on how to go about measuring and managing the customer experience the right way.

“Thanks to the growth of social and mobile, the sheer volume of retail customer feedback has exploded, and retailers know that turning a deaf ear to this rising tide can have disastrous consequences,” said Ed Cleary, Publisher of Retail TouchPoints. “This white paper is so timely, because it comes at a point where retailers are investing massively in tools that will enable them to establish a truly conversational relationship with current customers, past customers, and future customers.”

“Over the past five years, customer feedback and Customer Experience Management technology have become mainstream in the retail world,” said Michael Whitehouse, Director of Marketing at Agility Metrics. “The rush of new adopters has triggered common but dangerous mistakes, which is why this white paper is so important for retailers who are looking to do it right and implement feedback programs that will truly grow customer satisfaction and loyalty.”    

Please click here to download a free copy of the white paper.

About Agility Metrics

Agility Metrics is one of North America’s leading suppliers of Customer Experience Management solutions. Agility Metrics leverages cutting-edge customer feedback technology and deep sector expertise to help leading brands increase customer satisfaction, recover at-risk customers, and strengthen brand loyalty.

Staffed by passionate and dedicated people, Agility Metrics is proud to be servicing some of the leading retail brands across North America. Please visit for more details.

About Retail TouchPoints

Retail TouchPoints is an online publishing network for retail executives, with content focused on optimizing the customer experience across all channels. The Retail TouchPoints network is comprised of a weekly newsletter, special reports, web seminars, exclusive benchmark research, and a content-rich web site featuring daily news updates and multi-media interviews at The Retail TouchPoints team also interacts with social media communities via Facebook, Twitter and LinkedIn.

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Michael Whitehouse
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