If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the organisation is deprived of valuable customer insight.
https://mopinion.com/digital-customer-experience-the-sum-of-insight-and-action/
A customer experience strategy that is securely deployed on digital customer experience goes beyond installing a simple feedback tool on your website.
It is not just about collecting feedback, but also about focussing on customer insight and follow-up action.
https://mopinion.com/digital-customer-experience-looking-beyond-the-feedback-hype/
Often, companies use “crosschannel,” “multichannel,” and “omnichannel” to describe the same phenomenon in customer experience (CX). There are currently no clear definitions of these industry terms, and what’s worse is that they all mean different things to different people and different organizations.
What everyone does agree on is that these terms focus on customer-centric strategies that represent different types of interactions a customer has with a business, aiming to provide the ultimate CX. Here’s a foundation for us all to reach a common definition:
https://smartercx.com/modern-cx-terms-defined-part-2-the-difference-between-omni-multi-and-cross-channel-customer-experience/