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It always stings when a customer doesn't renew or cancels a contract. Using customer feedback insights, the cancellation could have been avoided all along.
Asking for open feedback along the customer journey allows you to tap into the mind of the customer and pick up on negative experiences before they escalate. Providing this feedback history to your customer service teams makes it easier to have meaningful conversations with unsatisfied customers.
"Customer feedback helps us to pick up on signals from unhappy customers proactively before they get the chance to go to a competitor. This way we can act quickly and strengthen our market position."
Many customers still prefer a human conversation when they have questions or issues. But signing up, managing existing services, or adding new services to their contract, should be an easy and seamless process that customers can take care of themselves.
Asking for feedback allows you to understand if your self-service and online channels are easy-to-use and if they offer the same added value as face-to-face contacts.