You are collecting customer feedback but are you using that feedback to fully understand and improve the customer experience?
This white paper focuses on one vital element: listening to customers. It describes the three phases of this process—research, analysis, and reporting—and provides more than 20 practical tips for getting started.
There’s one big challenge associated with listening to customers: Their feedback is never as neat and tidy as a pro-forma financial statement. In fact, customer feedback is inherently “messy.”
White Paper Overview:
- Setting goals and strategies
- Measuring and managing results
- Listening to customers
- Engaging employees
- Spotting trends, making improvements
- Closing the loop
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