The crucial difference between customer experience and customer feedback

Why surveys alone paint an incomplete picture



CX Network
07/06/2020

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Most companies have deployed one or more technologies to capture customer feedback. NPS surveys, CSAT surveys, Point of Sale (PoS) surveys, product reviews and more have been around for decades. 

However, companies that only rely on solicited feedback to measure customer experiences are going to be left behind, according to new research from Topbox. 

Rather than only reviewing CX performance at particular pit-stops where customers are asked for feedback, brands should consistently identify and rectify friction points in entire customer journeys.

Remember, customers provide rich, actionable feedback all the time, without brands having to ask for it.

Download this paper and learn how customer experience analytics is helping businesses understand the voice of the customer and improve customer experience.

Download the whitepaper to access practical insights for your business, including: 

• Why surveys alone paint an incomplete picture if your customers
• What data sources are necessary to identify and quantify friction points in the customer journey
• The two questions to always ask before acting on customer feedback
• Which contact channels have the richest form of analytic value
• How customer experience analytics is helping businesses understand the voice of the customer and improve customer experience

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