From the course: Customer Service: Managing Customer Feedback
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Analyzing input
From the course: Customer Service: Managing Customer Feedback
Analyzing input
- Let's look at the next step in the strategic approach to managing customer feedback, analyzing the input. This is the fun part. This is where all of what was disparate data begins to come to life and begins telling stories. It's a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing short of amazing. It's important, at this point, to categorize the data so that you can make sense of it, so that you can see this story versus that story. Without a little bit more organization, you'll have a jumble of characters and plots, and themes. So how do you do this? You already know, from the collection step, where customers were in the journey, what they were trying to accomplish, and so forth. Now, categorizing the feedback by type, by assigning each a custom tag creates an additional layer of information that enables you to sort, and it begins to reveal underlying trends. Common types, and let's say we're talking about a software…
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