Customer experience is more important than ever. Businesses that aren't focused on delivering on the promise of good customer service are seeing their customers leave in droves.
In fact, 66% consumers will switch companies if they have a bad experience, according to a report by Accenture.
Because today's consumers are so fickle and because they have access to a variety of options, your business's customer experience needs to be on point—always!
But how do you know whether your customers' experiences are positive?
Most businesses conduct annual or semi-annual customer satisfaction surveys to take the pulse of their business and its performance. Yet, considering how quickly information flows nowadays, the data from those surveys is often stale by the time it has been collected and analyzed.
Which isn't to say you should stop conducting customer satisfaction surveys, but they shouldn't be the only arrow in your customer experience quiver.
The Internet has given businesses a veritable treasure trove of data on customer experience, but aggregating that data and turning it into something actionable takes a lot of time and fine-tuning to get right.
This article outlines how to monitor customer experience and why a more holistic approach to doing so will benefit both your business and your customers.