Customer experience gap analysis tool – Could you improve the way you gather and use customer feedback across your organization?

Customer experience gap analysis tool – Could you improve the way you gather and use customer feedback across your organization?

An improved customer experience is a significant factor in efficiency, profitability and brand equity. It can be your strongest strategic advantage and a pivotal differentiator in a situation where your offer is at parity with a competitor's.

Doing it successfully requires taking a holistic view of your organization and your customers. Focusing on the customer experience and intelligence in only one or two channels doesn't create the kind of customer experience that you need.

A truly transformed customer experience involves every aspect of the organization and all customer touch points, from billing, to point-of-sale, to the contact centre.

This tool will help you identify gaps in coverage of your current approach and how you can gain and leverage deeper customer insight by synchronizing channels.

In this resource you'll find out how you can make better use of interactions and improve the overall customer experience In terms of:

  • Gathering customer feedback
  • Using the information
  • Synchronizing channels


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