DRAFT: Customer feedback, signals and satisfaction: Market Report



Adam Muspratt
05/09/2019

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It is important that businesses are consistently aligned with the actual wants and desires of their customers. Good customer feedback can drive revenue, loyalty and future-proof your business strategy. But in a world where customers are over-run with surveys, emails and special offers, how can brands get the insight they need to drive their business forward? It all comes down to how well they are listening to the signals of intent their customers send. This can this be used to identify potential prospects and retain existing customers. For instance, using text analytics to gauge customer sentiment and flag potential detractors so agents can intervene and rescue that customer’s experience.

Companies need to make sure that they aren’t letting these insights fall through the cracks. They need to democratize this data to the relevant departments and action the next steps.  In a world where customer experience (CX) is considered as a key battleground for winning and indeed losing business the Voice of the Customer is golden.

This market report examines the latest customer experience strategies for customer feedback and satisfaction and customer signals. It also contains exclusive research on the feedback strategies in today's brands. 

It also provides practical applications from this year's online event on customer feedback, signals and satisfaction. 

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