The Difference Between Customer Experience and Customer Feedback

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By Topbox - 04/21/2019

Managing the customer experience is vastly different from soliciting customer feedback. While traditional customer feedback approaches such as NPS/CSAT surveys can affix a numerical value to the customer experience, the survey scores alone do not provide enough context or detail to affect positive, customer-centric change throughout a company. In order to rise above the competition, businesses must rely on a far better data source to manage the customer experience - and it's already sitting in their data servers.