In the world of customer experience (CX), collecting customer data is like being "ready." Acting on that feedback is like "fire"our stated goal is to respond and resolve any issue. But things get muddy when it comes to analysis. For CX leaders, "aim" relates to understanding customer insights and taking action. Any business hoping to be customer-centric needs to move from collected data to coordinated response.
Here are three lessons from customer-centric companies that used a survey and CX platform to collect, analyze, and act on customer feedback. Look for solutions that include the kind of reports you need to create and integrate easily with your email, messaging, support ticket, and technology case management apps. Automate feedback routes for your service to seem exceptionally personal and make data accessible and actionable.
Data collection is just the beginning for customer-centric organizations. Companies need to focus on integrating and actioning customer feedback into the systems and processes that drive their operation. Doing so will result in increased customer satisfaction and loyalty.
Three Lessons in Customer-Centricity
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