Customer experience: Verbal Vs Non-verbal

It is always debatable that how much of communication is picked Verbal Vs Non-verbal to gauge and improve customer experience. When Verbal points to outcry and Wow-ness, non-verbal points to early symptoms of any upcoming issues.

It is hard to achieve <a href=”http://tcelab.com”>Total Customer Experience</a> without taking into consideration cues from Verbal as well as Non-verbal communications.

A good system should include right mix of both. Analytics should include both when applied to gauge customer satisfaction. System sourcing their decision support system based on both such communications will result in better customer experience management.

To list few sources of some of verbal communications: feedback forms, bug systems, comment system, open forums etc. while non-verbal should include performance metric, analytics around time spend, page load time and crashes etc.

A successful TCE-System should include easy to adapt and extremely scalable method to gather both verbal and non-verbal cues. This system should provide an interface to capture all analytics to help clients obtain comprehensive customer satisfaction dashboard for effective and sustainably growing total customer experience. System should be least resource intensive and should be able to integrate with existing client setup without much effort keeping solution lean and swift.

Stay tuned for more information on how TCELab is trying to solve the problem.