Successful businesses capture crucial data at pivotal moments, like customer onboarding, product purchase, contract signing, contract renewal, etc. These interactions are the ones that will be remembered, shared, or criticized in the long run. Gathering user feedback at these junctures provides the intelligence necessary to make fast, data-driven adjustments to the user’s experience.
Customers engage with your company over the course of a multi-stage process. This path and the number of touchpoints with the end-customer need to be made more or less intricate according to the needs of your organization. However, these points of contact never go away. It doesn’t matter if the recipient is a consumer, app user, worker, or collaborator. These points of contact present an excellent chance to get input and stay ahead of the game.