Today’s customers want to know that you care. They want to see that their opinions are valued, and that the brands they interact with are putting in the time and effort to analyze customer feedback. However, this is easier said than done.
There are plenty of challenges up against companies looking to leverage these different forms of customer feedback, use that data to impact the quality of their CX and differentiate against competition.
Within a recent CCW Digital Consumer Preferences Survey, respondents were asked to what extent they felt companies valued their feedback. A combined 75% of respondents selected “somewhat” and “slightly.”
There is a clear disconnect here between what customers are looking for and what is still being delivered. This report will take a look at the current state of consumer feedback, the challenges brands face when collecting and leveraging feedback, and tips for success around turning customer data into action.
This special report will cover:
- Why companies today should be prioritizing customer feedback when shaping their CX strategy and strengthening customer relationships
- What mistakes companies might make when collecting this data and leverage it in a more impactful way
- The importance of aggregating data, soliciting different types of feedback, and digging deep to understand customer behavior and sentiment when analyzing customer feedback