This means taking the voice of the client and putting it into a
system that is not open to the public eye.
By doing so agencies can have a more positive experience for
themselves and their customers.
You also meet customer expectations by giving them a way to
express their discontent. This way agencies could perceive less
negative online reviews this way in order to fix the situation and
turn that experience into a positive review.
Any business should be concerned with meeting client expectations
and due to digitalization, we are used to having everything in a
simple way. Which, consequently, expectations are set to have the
same experience from any kind of service. That is why this
transformation of the customer journey through technology, if done
effectively, can give a fresh start to any business.