Customer Forum

GIVING CUSTOMERS A FORUM FOR INTERACTIVE FEEDBACK

Customer forums are a method for obtaining information regarding changing topics or for strengthening customer loyalty from existing customers with a special affinity to the company.

Customer forums can be used to generate data and control information on:

• Expectations
• Needs
• Satisfaction
• Design of product and service offering
• Awareness
• Image
• Pricing
• Differentiating features from the competition
• Other

 

Customer forums are often used to strengthen customer loyalty or to achieve a multiplier effect by deliberately inviting opinion leaders and multipliers to participate in the customer forum.

Survey methods

As a rule, surveys are carried out by means of personal questioning in group discussions, supplemented if necessary by written surveys, online surveys or telephone surveys.

Differentiation from similar instruments

• Customer panel: Pool of registered customers with a business relationship who are surveyed on changing topics.
• Customer advisory board: Group of permanently installed customers who support the company management with contributions from the customer's point of view.