Customer Experience (CX) can be defined as a customer’s interaction with a company or brand, at all touchpoints. A touchpoint can be defined as a way in which the customer interacts with a brand or the business during the customer journey. Customer satisfaction and customer loyalty are directly proportional to the experience that customers have received from your brand.
What do Apple, Emirates Airlines, Nordstrom, Zappos, and Amazon all have in common? Hint: It’s not because they sell superior products. Rather, they focus on eliciting positive emotions from their customers. These companies align their entire company including the frontline, to their brand’s core values which is to deliver consistently great customer experience.
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To effectively conduct an Online Survey the first you need to decide what the objectives of the study are. Ensure that you can phrase these objectives as questions or measurements.
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Feedback on company, product, customer service, ratings, intention to return.
Evaluation of communication information and strategy within the company.
Customer satisfaction survey with product, representative, and process questions.