But that’s only half of the equation. Using the right technology, brands can collect and analyse unstructured data for unprecedented insight into the customer experience, and take action to transform that experience to meet the needs and expectations of increasingly discriminating consumers. Companies can harness uncensored customer feedback to reimagine CX through a customer-centric lens.
This feedback, whether it is across social media, specialist review sites, search engines or elsewhere, can help to empower future business decisions, identify issues that may have previously gone under the radar, and lead new customers to choose your brand over that of your competition. As a business grows, the number of places online they need to manage typically grows with them, so managing it manually can become almost impossible and the need for software becomes essential.
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