It took me a long time to collect customer reviews, but I couldn't turn them into real improvements. Everything was limited to tables and notes, which did not lead to changes. When I started using the approach described on outsourcing customer service , I finally saw how feedback could relate to the processes within the company. It was a discovery for me: it turned out that feedback is not just a list of problems, but a source for building a logical system of improvements. After that, I began to take a different approach to customer experience analysis.
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