New white paper: Are you ready to compete on customer experience?
According to customer intelligence consultancy Walker, customer experience will overtake price and product as a key brand differentiator by 2020. Increasing focus on the customer experience, which ultimately drives retention and growth, makes sense. After all, increasing customer retention can have a huge positive impact on your bottom line; research from the Temkin Group shows that customers are 5.2 times more likely to buy from companies that offer a great customer experience.
Making this shift requires moving aggressively toward capturing, understanding, and responding to the tsunami that is customer feedback today. Customer experience leaders are doing this by applying innovative text analytics solutions that make it easy to integrate the “voice of the customer” throughout their organization.
That said, leveraging text analytics and integrating it into a successful VoC program is easier said than done. Collecting data is the easy part – actually analyzing it and taking action on the insights you uncover can be much more challenging. In this white paper, Luminoso outlines four essential steps to help your company get the most out of your customer feedback and become a truly customer-inspired organization.
You can download the white paper here.