How to increase customer satisfaction: use cases in customer experience management
How satisfied is a customer? What might a customer be missing? Would he or she recommend a product or service provider to others? The experiences that customers have in the purchasing process or in their interaction with a company are decisive for the success or failure of a sustainable customer relationship. Companies must ensure that customers have positive experiences across the whole customer journey. But how? Customer experience management can help.
In this podcast episode, Christian Heinrich talks about this with Dr. Andrew White, Head of Data Science and part of the Experience Management team at sovanta. As part of the Qualtrics Partner Network, our XM team implements exciting customer projects on the Qualtrics XM platform. Andrew White provides insights into different use cases and shows which survey metrics fit which business scenario. What’s the best way to get started with CXM? Does a survey fatigue exist? And how can you fight it? And what do you actually do with the customer insights you uncover?
Podcast | Episode 5.1 | 33:21 Minutes