The rapid rise of digital technologies, the weight of e-commerce and new consumer expectations in terms of transparency and brand interaction have revolutionized the customer experience. Meanwhile, customer loyalty has steadily fallen over the last 15 years (source: McKinsey, 2021).
Consumers are savvier, better informed and more willing to test new brands that have good ratings and customer reviews. To remain or become a brand that your customers love, it is essential to redesign or challenge your products and services!
How? By tapping into customer reviews and feedback: an endless source of information to help you optimize your products, journey and customer experience and improve overall brand satisfaction. Another lever to identify and remove any purchasing barriers are smart and personalized surveys, deployed at every stage of the customer journey to increase engagement.