Could you be doing more to boost your CX scores for better business outcomes?
Forrester Research, one of the most influential research and advisory firms in the world, and the parent company of FeedbackNow, doesn’t mess around when it comes to Customer experience (CX). Forrester understands that as an important pillar within successful business models, CX programs need to be structured to capture the highest quality data — and they have the research to prove it.
Karine Cardona-Smits, Senior Analyst, Customer Experience explains in her recent Forrester blog that successful Voice-of-the-customer (VoC) programs are designed around locations where Feedback truly occurs.
Customer feedback is not limited to structured data coming from surveys. Customers also send spontaneous feedback about their experiences.
Karine goes on to emphasize closing the CX loop in order to capture unseen feedback.
To avoid creating that state of learned helplessness, CX leaders need to consider feedback as a crucial customer journey.
In 2023, leading organizations will be the ones with systems in place to provide customers a stronger voice — building up reliability and loyalty in the process.
Follow the link below to read the full Forrester Blog.
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