The MRDC Reporting Toolkit Webinar
Webinar – 6 August 2019 Our webinar, The MRDC …Read more
In this webinar, we discussed some myths that surround the business of Customer Experience Feedback as well as exploring what are the most important aspects of CX Feedback to focus on.
Th webinar look at the shortcomings of NPS (Net Promoter Score), which is used extensively in Customer Feedback measurement. This is followed by looking at the importance of price, expectation and convenience that are key aspects of the customer experience. The webinar moves on to look at the key measures that can give you maximum ROI on your CX Feedback programme.
The role of Social Media Analytics (or Social Listening) can add depth to the monitoring of Customer Feedback. "Dealbreakers" can be exposed, which can bring stronger ties between suppliers of products and services to their customers.
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