Customers are more prepared to switch than ever if brands fail to meet their desires. CX practitioners are tasked with the responsibility to ensure their brands are aligned with their customers.
In a world where customers are swimming in surveys, emails and special offers, feedback response rates can suffer and brands are left questioning how they can get the insight they need to drive their business forward.
It all comes down to how well they listen to signals of intent from their customers.
In this report CX Network provides the latest strategies to help you avoid letting valuable customer insights fall through the cracks.
Based on the back of research with 200 CX practitioners, case studies and insights from the likes of John Lewis, Galeries Lafayette and 7-Eleven here are just a few of the insights contained in the customer feedback, signals and satisfaction report:
- Text analytics are being applied to gauge customer sentiment and flag potential detractors so brands can intervene and rescue customers from churning
- Rather than relying on singular metrics such as NPS, brands are now opting for a more holistic assessment of customer content
- Brands are decoding customer signals and contextual data to provide pre-emptive customer experience
- How Galeries Lafayette is democratizing the voice of the customer to their 70 stores and employees
- Despite 74 per cent of the respondents noting that they look to action customer feedback, only 14 per cent of them manage to always close the loop
- Brands are using customer feedback to shape experiences in real time.