You're on your way!
Great job! You are starting to move up the CX maturity ladder. But there's still room to grow from being reactive to taking a pro-active approach to customer experience management.
Customer Feedback Surveys
The most common way to collect customer feedback is with a survey tool. Surveys help you better understand who your customers are, and if their experience with your brand meets their expectations. Find out what your customers like, what do they not like, and how their experience could it be improved.
Intouch offers powerful and easy-to-use survey software that will help you implement a consistent program across your organization and eliminate the possibility of data siloes.
Mystery Shopping Services
Mystery shopping is a highly effective tool to measure the execution of your CX programs. When used in combination with a survey program, you can ensure alignment between customer expectations and your operations, and reinforce the employee behaviors needed to deliver great experiences consistently.
Like the old adage says, if don't measure it, you can't manage it. Having a system to help you collect and derive insights from your CX activities will enable you to better focus your efforts on addressing issues that will have a high impact on key business metrics, and identify trends so you can replicate success.
Intouch Insight's LiaCX® software solutions helps you listen to your customer, interpret the results and act on powerful data. Use powerful automations to supercharge your programs.