The Difference Between Customer Experience and Customer Feedback
Why surveys alone paint an incomplete picture
According to Gartner’s 2017 Customer Experience in Marketing Survey, 67% of companies feel they compete mostly or completely on the basis of CX and 81% expect to do so in two years.
But are these organizations measuring the customer experience, or just customer feedback?
Knowing “how” a customer feels about a brand or product is entirely different than knowing “why” they feel that way, or “what” to do about it. If your organization relies on surveys alone to provide the answers for “why” and “what,” then you’re on a slippery slope.
This white paper will give you insights into leveraging your every day communications with your customers in order to truly enhance your CX efforts.
Included in this white paper:
- Tips on gathering actionable feedback
- Limitations of common customer feedback approaches that you should watch out for
- Omni-channel customer experience analytics that will ramp your CX