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Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. Tune into sociallistening. Harness data analytics. You can turn every detractor into a promoter if you can simply listen to their problems and act on them. Tune into SocialListening.
Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. Its all about creating a connected system where feedback from all touchpoints comes together, giving you a clear, 360-degree view of your customers experience.
But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. Meanwhile, new channels are popping up all the time, and the volume of unstructureddata from these sources continues to grow and grow. Which of these challenges look familiar to you?
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