The Difference Between Customer Experience and Customer Feedback - Why surveys alone paint an incomplete picture
Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades.
However, companies that rely on solicited feedback like this as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.
Download this paper and learn how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience.