Forrester: The practices many B2B firms use to collect feedback and measure customer experience (CX) create negative feedback experiences that undermine these relationships. Feedback collection feels impersonal, untargeted, and selfish to clients when their B2B vendors.
Amdocs has been following this approach for a while now, so our clients have caught on.
As one of our large customer’s CIO put it: “The experience is very different from what I have seen in the customer survey field. First, a face-to-face interview. Second, within 24 hours, an executive leader in the area of question emailed me, with a verification that they will take care of my concern. Third, they fixed it. Fourth, they came back to close the loop and verified in the next year’s survey.”