Chapter 1: Benefits of Customer Feedback, Chapter 2: Defining Your Feedback Strategy, Chapter 3: Methods for Collecting Customer Feedback, Chapter 4: Tools and Technologies for Gathering and Analyzing Customer Feedback, Chapter 5: Important CX Metrics to Measure & Track, Chapter 6: Analyzing and Acting on Customer Feedback, Chapter 7: Managing Negative Feedback, Chapter 8: Closing the Feedback Loop, Chapter 9: Taking Action on Customer Feedback, Conclusion