Download pptx - Customer Feedback vs Customer Experience Measurement

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Page 1: Customer Feedback vs Customer Experience Measurement

Property of ForeSee – Proprietary & Confidential 1

Listening to feedback alone can be misleading

► Feedback direct to the company and via Social is dominated by extreme opinions

► This results in chasing the squeaky wheel and ignoring the silent majority

Status Quo:Behavioral dataOpt-in Feedback

Next Generation:Voice of CustomerVOC Measurement

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