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  • Sales & Marketing

  • Are You Ready for EFM?

  • By Richard D. Hanks, Chairman and President, Mindshare Technologies

  • Enterprise Feedback Management (EFM) - Defined

    Enterprise Feedback Management is the process of systematically collecting, analyzing, consolidating, and then using all sources of feedback to improve your business and your overall profitability. EFM includes not only aggregating feedback from multiple stakeholders, across multiple channels, but also disseminating real-time, actionable information across the company to where it is most relevant, and then enforcing accountability for follow-up and service lapse recovery.

    More than Just a "Software Solution"

    EFM is not just a piece of software - it is a way of doing business. EFM goes hand in hand with a customer-centric culture. However, the implementation of a true customer-centric culture requires a demonstrated commitment of leadership, resources, and processes. The following elements are the main tactical levers that you should use to ensure that an EFM implementation is successful:

    • Senior management commitment and involvement
    • Compensation and reward structures
    • Recognition and appreciation
    • Employee engagement
    • Alignment and communication
    • A structured process for using and acting on customer feedback
    • Coaching and training

    How EFM Fits With Existing Business Processes and Systems

    EFM is often used in conjunction with, or as a part of, a company's Balanced Scorecard and its Customer Relationship Management (CRM) system. EFM systems are also used to help organizations deliver better internal ...

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Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
INSIGHTS FOR INDUSTRY LEADERS BY INDUSTRY LEADERS
"The Four Habits of Highly Effective Human Resources"
By James Bermingham, Vice President, Montage Hotels
"Embassy Suites 'The Circle of Leadership"
By Darci Riesenhuber, Director of Brand Culture, Embassy Suites Hotels
"Applying Consumer Marketing Best Practices to Employee Loyalty"
By Fred Bendana, Executive Director Client Services, Maritz Loyalty & Motivation
"How Incentives are Changing to Keep Existing Staff Motivated?"
By Jim Houran, Partner, HVS Executive Search
PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.