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 focus.

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.

Written by Nigel Martin on 15 June 2011 at 00:00
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