Matt Wroblewski, Director of Market Research, VWR International – a global laboratory supplies and distribution company – said during Loyalty 360's webinar on August 7th, “Building a Holistic Voice of the Customer Program,” that his company didn’t have any formal customer feedback structure four years, but by the middle of 2010, “we wanted to hear what customers had to say.”
Wroblewski said VWR International started off with an annual customer survey, which led to the integration of....