How to Focus Your Customer Experience Efforts?
The feedback market has matured to the point where 95% of
companies actively collect customer feedback, engaging with
customers and raising their expectations. All too often the data
gathered by these companies is held in databases which become silos
of customer feedback data, often without a logical structure or
Without the ability to combine with other data sources such as
CRM, financial and operational the business is unable to identify
which segments and key customers are at the greatest risk of churn
and the associated financial impact.
Customer experience leaders are able to use this depth of
information to drive improvements in their business, ensuring the
risk of churn is mitigated and improvements in customer
satisfaction are sustained.