Which of the following is NOT a step when establishing listening posts?

Define your customer journey

Align survey methods and goals

Collect feedback

Analyze feedback


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Explanation: When establishing listening posts, analyzing feedback is NOT a step. Listening posts are essential for gathering insights into customer perceptions, needs, and preferences, but the process involves several preparatory steps before feedback analysis. First, it’s crucial to define your customer journey, understanding the various touchpoints and interactions customers have with your brand or product. This helps identify key moments where feedback can be collected to improve the overall customer experience. Next, aligning survey methods and goals ensures that the feedback collected is relevant to the specific objectives of your feedback program, whether it’s measuring customer satisfaction, identifying pain points, or gathering product insights. Once these foundational steps are in place, the next natural step is to collect feedback systematically through various channels such as surveys, social media monitoring, or customer support interactions. However, analyzing feedback occurs after the data has been collected and involves examining patterns, trends, and sentiment to extract actionable insights. Therefore, while analyzing feedback is a critical component of the feedback loop, it is not a step when initially establishing listening posts; instead, it comes into play during the subsequent phase of utilizing the gathered data to inform decision-making and strategy refinement.

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