{"id":47544,"date":"2020-04-11T20:47:48","date_gmt":"2020-04-12T00:47:48","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=47544"},"modified":"2021-07-01T11:03:21","modified_gmt":"2021-07-01T15:03:21","slug":"how-cx-feedback-and-ex-feedback-surveys-can-grow-your-business","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/how-cx-feedback-and-ex-feedback-surveys-can-grow-your-business\/","title":{"rendered":"Two Feedback Surveys That Will Change Your Business in 2021 and Beyond"},"content":{"rendered":"

Creating a meaningful difference in business these days, especially in a competitive marketplace, rewards CEOs who can see the bigger picture. Again and again, feedback from two critical groups delivers forward thinkers the edge they’re looking for:<\/span><\/p>\n

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  1. Company customers and CX (customer experience<\/a>)<\/span><\/li>\n
  2. Company employees and EX (employee experience<\/a>)<\/span><\/li>\n<\/ol>\n

    Numerous studies prove beyond any doubt that mapping CX and EX drives the fortunes of successful enterprises. To truly maximize these benefits, no organization can afford to take only half measures in understanding the experiences of customers and employees. At every step of the journey with your company, commonly referred to as touchpoints, things can go well and build loyalty — or things can go badly and cause churn. How well you understand the employee experience and the customer experience along these touchpoints can determine your future success.<\/span><\/p>\n

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    CX and identifying customer pain<\/b><\/h2>\n

    Hundreds of touchpoints make up the CX process. They cover customers’ behavior from the time we get their attention until they start using the product (or service), and beyond. The product return business is a multi-billion $ industry, and a lot of it rides on sellers’ failure to follow CX to the point of closing the deal. Many think that the job’s over when the cash register rings, but that’s not true. Repeatedly, the customer wants his or her money back, even though the brand seems to meet the stated need spot on.<\/span><\/p>\n

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    The lesson is this: Customer satisfaction is not all about the product. Indeed, it’s so much more, like personal service, instructions, and oodles of information along the way. Retailers and B2B organizations alike frequently fall short of appreciating that customers move in and out of the always-open online marketplace, as they do a traditional outlet. They scan reviews, chat with support agents, ask influencers for advice, browse landing pages from “About Us” to “Testimonials” to relevant blogs, and much more. The customer journey is seldom a beeline for the shopping cart.<\/span><\/p>\n

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    Sticking one’s head in the ground ostrich style isn’t much of a strategy in a highly competitive marketplace.. When it comes to selecting from the different types of feedback surveys, a narrow attitude will almost certainly kill the sale. One disastrous touchpoint in an otherwise smooth buying process can swing even loyal customers to try other brands. When frustration, anger, confusion, or apathy pop up in the CX mix, all the old rules don’t apply any longer. Here’s the thing: All you want out of CX is customer satisfaction. What you don’t want on your agenda are challenging obstacles, traps, and threats that upend your efforts at every turn.<\/span><\/p>\n

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    Eliminating CX pain should always be your goal<\/b><\/h2>\n

    Why? We can think of three compelling reasons around the Customer Feedback Survey discussion:<\/span><\/p>\n

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