Beyond Surveys: How To Get Ahead of Customer Expectations

Surveys alone capture feedback from only a small fraction of customers, known as the vocal minority. Staying ahead of changing expectations requires listening to all customers–including nonrespondents, or commonly referred to as the silent majority.

But how can you hear what the silent majority is telling you?

Understanding what they are saying requires capturing a full range of the experience signals (direct and indirect feedback, social and review site, operational data and observed behavior), from the variety of channels customers use to interact with your business, and across the entire customer journey.

Join Brian Powers, Global Customer Experience Officer at Brightstar, for this insightful fireside chat to hear how Brightstar has embraced this strategy to reduce call volume, increase digital adoption, and accelerate growth while improving their operational efficiency.