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Customer Experience (Social media monitoring (Very easy to implement, High…
Customer Experience
Social media monitoring
Very easy to implement
High accessibility
Very customer friendly
Free (most of the time)
Blog and social media comments
Free
For receiving and analysing customer feedback
Very customer friendly
Genuine feedback
Surveys and questionnaires
Relatively more time consuming
Types of feedback can be freely designed
Relatively easy to implement
Participants (customers) needed
Website analytics
Learn insights from data
Quite technical
Free with IT knowledge
It helps identify potential customers
Keyword research
Free
Easy to implement
For analysing products or services customers actively searching for
For analysing competitor products
Online communities
Free
Monitoring customers' issues
Insights from a conversion with customers
Helps identifying issues experienced by the majority of customers
Customer complaints
It's free!
Helps prioritising the existing problems
Helps identifying specific issues
Ethnographic research
A qualitative research method that observe real-world habits
Needs participants (customers)
Can be time-consuming
Ask questions at every touchpoint
Up-to-date feedback
Faster response
More interactive experience