Daily Tip – During The Sale (Consumer Feedback)
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Most retailers fall short on getting the right customer feedback. A customer’s experience is their perception — an emotional response — of their retailer based on the sum of their interactions. However, not all interactions are equal and retailers must understand which connections are the most influential in achieving their business objectives. Feedback tactics are many, and include surveys, more formal Voice of the Customer (VOC) programs and consumer research. Regardless of method, retailers must understand which consumer interactions performed in which channels most affect purchases, satisfaction, retention and loyalty.
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