In addition to traditional KPIs like customer satisfaction scores and NPS, how can businesses incorporate qualitative measures, such as customer testimonials and social media sentiment analysis, to gain a deeper understanding of how well their internal processes are meeting customer needs and expectations?

A: Businesses can incorporate qualitative measures like customer testimonials and social media sentiment analysis by actively collecting and analyzing feedback from these sources. By monitoring customer testimonials and social media sentiment, businesses can gain insights into customer experiences, preferences, and pain points that may not be captured by traditional KPIs. This information can help businesses identify areas for improvement in their internal processes and make data-driven decisions to better meet customer needs and expectations. Integrating qualitative measures into their analysis can provide a more holistic view of customer satisfaction and help businesses stay agile in responding to changing customer demands.