We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
Customer feedback guides and informs your decision making and influences your product roadmap. It’s also essential for measuring customer satisfaction among your current customers.
Getting a handle on how customers view your product, support, and company is invaluable. Today we’re going to look at the best ways you can gather insights from current and prospective customers who visit your site.
https://www.helpscout.net/blog/customer-feedback/
