Customer Experience: Validate Surveys with Actual Behavior

Customer Experience: Validate Surveys with Actual Behavior

Early on I discovered something from the work of leaders in data-based marketing business models: they were always very concerned with post-campaign execution – not only from marketing, but also through product, distribution, and service. I thought this strange, until I realized they knew something I did not: when you have customer data, you can actually identify and fix negative customer value impacts caused by poor experience.

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