Often the most challenging area of customer experience initiatives
is in assembling, analyzing and distributing customer intelligence
throughout the company. CX teams need to be skilled at assembling...
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.
For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
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...
Many companies overlook branding their customer intelligence
program. What often occurs is the program being called something
generic like, “The Customer Survey,” or even “The Walker Survey.”
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