The objectives of this step in the Customer Experience management are:

  1. Ensure continuous improvement of Customer Experience
  2. Act on customer feedback
  3. 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

Relevant cases