Explore our blog for insightful articles, research revelations, and creative ideas that inspire.
Utilising customer feedback to make impactful business decisions
Collecting, analysing and leveraging customer feedback can be an extremely complex task. It not only involves understanding all of the touchpoints a customer has with your organisation, but has a mechanism in place to gather relevant customer feedback as close to the moment of truth as possible.
This is where a clearly defined CX program becomes essential. It maps customer journeys, analyses customer feedback and provides the tools to interact and positively influence customers at key points on the path-to-purchase, all within the framework of clearly defined business goals. We can understand the potential positive impact of this two-way customer-business/business-customer feedback by asking a few engaging questions around customer loyalty and advocacy.
Download our short overview of how a centralised CX platform can prove essential in providing a holistic view of the customer journey. As well as the ability to map more tailored experiences, it enables you to gain more granular feedback and measure business objectives directly against customer feedback as well as improvements in customer experience at those defined touchpoints.