Customer experience cannot be ignored. Identify and address key problems with a well-designed customer feedback strategy.

1. Customer experience
cannot be ignored. Identify
and address key problems
with a well-designed
customer feedback strategy.
How do you know
if you’re really
delivering
“superior”
customer service? by Ann Heatherington

2. Disconnected?
According to the Harvard Management
Update, 80% of companies surveyed said
they offer superior customer service, but
only 8% of their customers agreed.

3. What’s “superior” anyway?
Your impressions and ideas?
What your customers want,
value, and expect?

4. Understand exactly when and how you’re
failing your customers.
 Specific interactions?
 Certain individuals?
 Inconsistent experience?

5. Don’t just guess what your
customers want or need.
Data makes the difference.

6. A well-designed customer feedback
program can help you:
 Identify common customer
complaints
 Spot breakdowns in the
customer journey
 Recognize negative patterns

7. Defining “superior” by customer metrics
lets you set goals and focus resources
where they will have the most impact.

8. Define and measure superior customer
experience with SoGoSurvey CX. Get a
free demo today!
Visit CX.SoGoSurvey.com