We’ve seen it many times. You understand the need to listen to customers. You want to apply their feedback to your organization. You launch your CX programme. Results start coming in. But then it happens. Your channel partners dispute some of the results. ‘That customer didn’t really mean to say that’ or ‘You’re asking the customer to evaluate an experience that didn’t happen.’ What is a CX Executive to do?
https://www.maritzcx.com/blog/creating-an-effective-appeal-process-for-your-cx-programme/
