As the internet has closed the gap between customers and brands, the landscape of customer experience has changed and expanded. The customer journey is now a multi-channel affair, with web users interacting with brands via the company website, email, SMS, third-party review sites, and social media. As a result, today’s marketing professionals have access to a wealth of data that has the potential to give them more control over the customer experience.
The companies that win on customer experience and drive action toward fulfilling business goals are those that meet their customers where they are, and that know how to listen and respond. Read this report to find out how companies use solicited and unsolicited feedback to change the customer experience.