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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 everyday communications with your customers in order to truly enhance your CX efforts. Included in this white paper:
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