Healing the Pain

Responding to bad experiences to boost customer loyalty

The importance of customer experience as a driver of business performance is widely acknowledged and most companies make significant investments in strategic action planning tools to design and deliver experiences that truly meet customers’ needs.

More and more companies deploy Voice of the Customer (VOC) programmes or Enterprise Feedback Management (EFM) programmes to monitor the customer experience in real-time and enable timely interventions when customers face what we call “critical incidents.” Critical incidents are moments of truth in the customer experience that have the potential to make or break a relationship.

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