Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communicationsyou have NO idea what customers think about your business and your marketing tactics.
We just completed VoC research for a major up and coming brand. A key competitive differentiator cited by customers was that the company provides ongoing opportunities for feedback in all communications and sends friendly, engaging surveys and then acts on the suggestions from customers! That makes customers feel included and valued.
Additional findings from our 16,000 plus hours of VoC interviews indicate that there is a dangerous chasm between the CX fantasies of brands versus the disappointing CX realities of most consumers.
Here are 3 Tips to help you get it right.
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