Customer information exists in nearly every functional area of
today’s companies. Attempting to seek out, evaluate and integrate
the relevant sources of customer information provides real value.
Customer experience initiatives begin with a solid strategy that is
aligned with the objectives of the business. This means it is
essential to have specific goals and plans in place for CX
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
Sales needs timely customer insights that will help them focus on
the issues that matter to existing customers and new prospects.
They also can benefit from intelligence that will help them know
We spend a lot of time talking about gathering insights from
current customers to understand what makes or breaks their key
experiences with our companies. Retention and growth of
There's nothing like hearing a customer thoughts and opinions in
their own words. I believe that's why we've seen an uptick in the
use of qualitative methods to gather customer insights. I
A customer journey map is a visual representation of the ways in
which a customer interacts with a company, a product, or service.
Here are some reasons to use a Journey Map: To set the foundation