CUSTOMER-INITIATED FEEDBACK: A NEW WINDOW INTO THE CUSTOMER JOURNEY
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention.
In my new blog for Customer Think, I discuss how digital feedback management solutions offer a less intrusive approach.
The customer can click an icon or a feedback tab at any time to get a brief form for delivering whatever feedback they may have. Rather than the ‘brand-initiated feedback’ gathered through online surveys, digital feedback management opens the door for ‘customer-initiated feedback’ through digital channels.
That way your customers can tell you what they want you to know—when they’re ready.