Businesses today are adopting innovative tools, technologies and skill sets that will help them identify and fix the CX gaps in their user journey. Many have evolved beyond templatized, one-size-fits-all outreach frameworks. They are realizing that these outdated methods more often than not fail to capture potentially game-changing insights and patterns. And in doing so, they are opening businesses up to higher levels of customer intimacy that is instrumental to staying relevant and profitable during turbulent times.
In a disruptive marketplace, winning is nothing but the sum total of experiences acquired along the customer journey. The stress that COVID-19 and the economic deflation have placed on businesses is forcing them to constantly innovate and take customer experience (CX) to radical new levels – or, they stand the risk of being uprooted. Amazon is an excellent example of a company that has responded well to the crisis by taking time to understand what their customers need and innovating accordingly. With increasing concern for public safety, Amazon has gone above and beyond to ensure that customers can feel safe while consuming their products by implementing dozens of safety measures.
You know the facts. But do you know what they mean?
As the going gets tougher, businesses are quickly learning some definitive truths about customer experience.
These are universal facts. But, truth be said, not all businesses have been successful at putting them into action. Which is why, we’re still seeing recycled CX survey links spamming our inboxes, several weeks into purchase or delivery.
But a handful of disruptors are already redefining customer experience, and raising the bar for others to follow. Gone are the days when companies expected a single customer survey delivered at the end of the sales or service cycle, or on a quarterly basis, to provide radical, game-changing insights. Today, customer feedback is captured over a multitude of channels and touchpoints, across timelines, and in many different “voices.”
Hearing vs listening
Undoubtedly, the level and intimacy of customer service determines the market success of a company. Adobe’s Experience Index 2020 Digital Trends report says how companies leading in customer experience are three times more likely to have significantly exceeded their 2019 business goals, performing significantly better than their peers.
Experience measurement is an integral part of this equation. It’s not enough to give customers multiple platforms to express their opinions, but it’s equally important to keep your feelers out for what may be indirect feedback.
This comes down to three factors:
Guiding you to better CX
DropThought enables your business to focus on experience measurement by listening effectively. We believe that understanding the needs of customers, and constantly adapting the experience you offer is the first step towards process and experience improvement. Our comprehensive customer experience management platform and management tool helps your business to grow and prosper seamlessly amid the challenges, like the global pandemic and subsequent market disruptions. Its unique capabilities like triggered feedback, omni-channel listening posts, advanced analytics and an intuitive interface result in an organization that’s high on customer-centricity and CX.