Have you ever considered that customer feedback surveys are another touchpoint in the customer experience? That the experience with the survey must be considered and improved as much as the experience with any other touchpoint?
http://www.cx-journey.com/2017/10/improving-respondent-experience.html/
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
http://360connext.com/customer-experience-exactly/
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.
https://www.jacada.com/blog/the-customer-experience-manager/
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
http://www.customerbliss.com/candidate-experience-also-customer-experience/
So what can you do if you feel that the terms and conditions you agreed to actually turned out to be unfair? Don’t worry, all is not lost!
http://www.thecomplainingcow.co.uk/how-to-challenge-terms-conditions-even-those-signed-up-to/
