What can we learn about CX from the CrowdStrike software failure last week? According to Keith Kmett, CCXP, principal CX adviser at Medallia, some businesses may be tempted to stop gathering customer feedback to avoid bad scores, but that's the opposite of what you should be doing. "Keeping customer feedback programs active ensures that businesses have insight into what’s happening on the ground and can respond proactively. Continuously listening to customers is key to navigating any crisis and coming out stronger. Plus, by segmenting customers, businesses can prioritize who needs immediate attention to protect key relationships."
Kamlesh Keswani
2mo
Keith Kmett, CCXP I agree, in fact this conveys a strong message to affected customers that you care!
For more on CX takeaways from last week, check out this article from CMSWire: https://bit.ly/3SqUbgd