Using customer surveys and feedback data as part of a methodology for improving customer journeys
If you want to improve your customer’s experience, listen to what your customers are saying.
Like any cliché, it is easier said than done... Over-simplification can be misleading and it misses the most important point: what are the drivers for customer to follow the path-to-purchase?
If you want to improve your customer experience you need to be focused on the path or the journey and the reasons behind it. Along the way you may find that some aspects you previously considered as the only way to do things are actually not enough. Marketing automation is not enough.
As shocking as it seems for some of us, many businesses worldwide still prioritise outbound marketing and customer acquisition; by speaking at customers, rather than inbound marketing and retention; actually listening to what customers are saying with the objective to provide a good…