Question: 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
Explanation
Establishing listening posts involves defining the customer journey, aligning survey methods and goals, and collecting feedback at key touchpoints. HubSpot Service Hub separates feedback analysis as a later stage in the feedback framework, not part of the initial listening post setup. Proper listening post setup ensures meaningful data collection for later evaluation.
Why the other options are incorrect
Define your customer journey: Essential to identify where to gather feedback.
Align survey methods and goals: Ensures surveys capture relevant insights.
Collect feedback: Core activity for setting up listening posts.
Source for verification
HubSpot Feedback Framework Overview
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