Sometimes we can’t see what’s right in front of us.
That old adage holds true for businesses today, but with one important caveat: brands often can’t hear what’s right in front of them.
It may seem counterintuitive, but companies are better equipped to hear customers when they aren’t in a physical store location.
Consider this: If a customer tweets something negative about brand’s ecommerce site, then the brand will know exactly where the issue lies. But if a customer tweets about less-than-stellar experience at a physical store, a company likely won’t have the tools to recognize which location is under fire.
Indeed, online feedback about a company at-large is relatively easy to capture, but brands tend to have a blindspot when it comes to understanding how customers feel about their in-person experiences.
Fortunately, there’s a way for brands to close the listening gap. With Sprinklr’s Location Insights and Listening solutions, companies can understand the nuanced differences in customer perception of their business to figure what they like (or don’t like) about different locations.
This type of insight can inform improvements to particular locations, or perhaps all locations in a certain region. With this solution, for example, a retail brand could surface a downturn in Experience Score for its Northeast branches, specifically around the friendliness (or lack thereof) of the personnel. The brand could use the datapoint to address any training or operational issues, and use Location Insights to track and monitor the improvement moving forward.
Sprinklr will host a webinar on Thursday, April 6th to show you how to gather customer experience feedback from your brick-and-mortar locations and use it to:
Sign up, tune in, and learn how your brand can hear everything it needs to hear.
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