News: How Outside Experts Can Refine the Customer Experience

April 17, 2012 | E-Commerce Times

Article Excerpt:

To maintain brand consistency and to understand the specific performance areas most important to driving customer loyalty, as well as the performance gaps relative to the brand as a whole, it’s necessary to provide a centralized and unified view of the customer experience that goes beyond a standard, one-size-fits-all customer satisfaction survey. When it comes to technologies that provide the foundation for customer experience management, there is no shortage of options. The marketplace today is deluged with platforms, including self-service solutions that offer multimodal and open response survey vehicles for soliciting customer feedback across multiple channels, including in-store, email, website and call center. read more »


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