Businesses obsess over brand values. But does what’s agreed in the boardroom correspond to what customers really feel? Answer: not as often as you’d think. Accurate customer feedback can hold business changing insight, opportunities to improve customer service and ways to increase RoI. Insight from your frontline can directly affect your bottom line. But, many brands are playing Russian roulette with their feedback by only listening to the views of a few or by limiting the channels by which they collect it.
This entertaining, yet informative, ‘Thought Bubble’ from Rapide identifies best practice for gathering customer feedback at key touch points, without inadvertently influencing your results. By following the three important principles outlined in this paper you can acquire valuable feedback which will give you an accurate depiction of customer experience from the customers’ perspective.
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