Customer Experience (Voice of the Customer/NPS) Programs typically make stellar progress when they represent the first attempt at systematically listening to your customers. Customers finally have a platform to be heard, frontline staff have immediate and real voices to respond to and head office can at least gain a directional sense of what increases or decreases customer advocacy (& profitability!) However, what happens when the initial excitement passes, the dust settles and customer feedback becomes “same-same”?
Andrew Ah Toy will draw on his experience across numerous Customer Experience Programs to illustrate how crowd sourcing with your customers – framing the right question and using innovative discovery technology – can cut through when existing programs risk becoming “same-same”.
Dr Andrew Ah Toy, Customer Experience Consultant, Resonate Solutions