As we discussed in Part 1 of this series, the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple listening to an optimized customer experience program requires focusing on several key elements. In Part 1, we discussed reviewing channels and modalities, closing the loop(s), and key drivers. Now, I’d like to review a few more ways to help your....

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