Customer experience management is a data-intensive effort. Relying on a variety of different data sources, businesses try to gain insight to optimize business process, improve outbound marketing efforts and maximize cross-channel understanding of their customers. It is important to consider the quality of your data. Poor data will lead to poor decisions about how to manage the customer experience. So, handle your data with care.
Below is a great infographic from Experian QAS, entitled “Is bad data a hazard to your customer experience?". This infographic takes a journey through 3 major customer touch points to demonstrate the fundamental link between good data and the ability to deliver great customer experience.
Enjoy!
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)
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