Customer experience management is a multi-faceted initiative requiring various tools and services to help create a 360-degree view of the customer. Utilizing mystery shopping programs, field audits, and brand reputation management services are all key to building this understanding of how your customers perceive your brand and how satisfied they are when they engage.
Another critical element of this picture is direct feedback from customers – customer surveys. As with any successful business, 360 Intel has made many efforts and investments in revising and improving services to our customers this year, and we’ve seen some great customer success as a result.
Each year, we survey our clients in the interest of learning if we are meeting expectations, providing the value of service we strive to achieve, and learn where we can invest in improvements the following year. We don’t just preach the practice of customer experience management – we practice what we preach (or drink our own champagne, if you rather).
These results are not only material to us for our planning for next year, but also identify industry trends and forecasts in how companies are executing customer experience management programs. This report is the culmination of those trends, with some findings and projections based on real customer data.