Semiotics and Research applied to customer experience
Alert of bad customer experience (before it reaches the social media!)
When a customer has a long wait time, finds poor cleaning, or does not find a product, we do not usually know about this or it is too late when we find out. Surveys and the information of books of complaints arrive once the customer has already left. The customer may not come back, and it is little and expensive what we can do to get him back. In addition, every comment made on the social media will affect the brand.