The Customer Journey Matters

Customers are more demanding than ever, while the barriers to switching between brands have never been lower. Companies can address these challenges by recognising that every customer interaction matters, by proactively capturing feedback throughout the customer journey and by using those insights to continuously improve upon each customer touchpoint. This drives two key advantages:

  • Build Customer Loyalty When you improve each part of the customer journey in response to feedback, you help turn customers into loyal supporters who don’t switch to the competition. Listening and acting on feedback is central to building a lasting relationship with customers. 
  • Gain Actionable Insight In today’s hypercompetitive world, customers always have a choice. Gaining feedback throughout the customer journey allows companies to take action in real-time to reduce complaints and identify new product and service opportunities that can drive additional revenue. 

To capture these benefits, marketing leaders and product managers need a systematic way to gather continuous feedback across multiple customer touchpoints and channels. Using this data gives insight into your customers’ evolving needs, desires and perspectives, driving improvements and greater loyalty.

The most loyal customers deliver a 23% premium in revenue and profit (Gallup)

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Insight Matters

Traditional customer feedback models provide too little information, too late. They typically only offer data on two customer touchpoints, at purchase and complaint. Brands need to go beyond this, evaluating the period before, between and after these milestones to provide a fuller picture of the customer journey.

Questback’s Customer Touchpoint gives you a complete view by automatically collecting process-driven customer feedback at key customer interaction points, across multiple channels. We make it easy to collect customer feedback, customise the experience and to analyse and act on the results.

By gathering feedback that matters, companies can:

  • Uncover what drives customer satisfaction
  • Improve how they operate
  • Proactively build customer loyalty

Built for Results

Questbacks real-time dashboards tell you not only "what" happened but also "why" by identifying trends and 'hot alerts' for high impact issues.

Customer Touchpoint let's you track the NPS for each specific touchpoint and highlight areas for improvement throughout the entire customer journey.

 

Successful companies are built on satisfied customers that keep coming back.

Increasing loyalty boosts the topline, delivering higher revenue, lower customer churn and decreased support costs. Customer loyalty begins with continuous feedback tied to analysis and action. Are you listening to your customers?

Are You Listening?