MyCustomer report: How to adopt a holistic approach to customer feedbackby
In 2014, 40% of marketing budgets were spent on data-driven marketing, while the estimated growth rate of the Voice of the Customer (VoC) market was 30%.
The correlation? Businesses are fast realising that the data they collect on customers from an array of touch points can act as invaluable feedback, and help deliver a better experience to their customers.
However, with touch points ranging from surveys to sentimental analysis on social media, connecting every aspect of customer feedback to paint a holistic view of customers is a complex task.
In conjunction with Satmetrix, MyCustomer.com’s latest insight report, Adopting a Holistic Approach to Customer Feedback analyses the current state of the VoC market, and assesses whether businesses believe they are in a position to use customer feedback effectively across their whole organisation.
With opinion and insight from experts including chairman of the Customer Experience Professionals Association (CXPA), Bruce Temkin and Richard Owen, CEO, Satmetrix, the report covers:
- The importance of and best practices for customer feedback, including the 3 types of feedback, according to Gartner.
- How joining different types of data can lead to better insights, a complete understanding of the customer journey and competitive advantage.
- 3 key questions organisations must ask themselves to adopt this holistic approach to VoC.
- How customer journey mapping is just one part of the equation.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.