How to Get Helpful and Instructive Customer Feedback
In the term "customer plus-delta," the "plus" stands for a recognition of what customer-service practices within your company work well, while the "delta" represents what needs to be improved.
"Performing a customer plus-delta at various customer touch points gathers quantitative and qualitative data about your company's performance that can create a big-picture view of how your organization is performing at the customer level," writes McConnell and Huba. Following are four customer plus-delta strategies to try:
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