Customer delight – or pain – is experienced
at every interaction
Businesses need to understand consumer happiness in real time.
Tapping into opinions on social media streams is not enough. Choices are made and perceptions created at physical points of interaction – where sales or service is delivered. Gaps between expectation and delivery create missed opportunities. IOT enabled real-time data streams complete the understanding of customer experience across all touch points.
Smart Feedback allows businesses to build custom surveys, analyze feedback, assess contextual performance, rate service levels and staff performance, create escalations for action, and thus, improve consumer happiness.