To respond to and, more importantly, anticipate consumer needs in this complex environment, smartphone providers need to rely on a comprehensive, integrated insights system that goes beyond simple CSAT (customer satisfaction) measurement. Asurion, one of the leaders in providing tech care and protection plans to major carriers and retailers, has partnered with its clients to develop a sophisticated, state-of-the-art suite of voice-of-the-customer (VOC) strategic and analytics tools. Integrated insights fuel continuous improvements in customer experience.

Read the full article from the Journal of Brand Strategy.