The objectives of this step in the Customer Experience management are:
- Ensure continuous improvement of Customer Experience
- Act on customer feedback
- Gain maximum ROI by leveraging Word of Mouth
To do that, you may need to take one or several individual steps:
- Close the Loop to save unhappy customers
- Turn happy customers into advocates
- Nurture customer advocates for extra profit and word-of-mouth
- Act cross-functionally on customer insights
- Benchmark your Customer Experience
- Create innovative experiences
