Customer Engagement Raveolution - Thomas Rebel

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Customer Engagement Raveolution - Thomas Rebel

How to overcome a
Customer Engagement
disaster and thrive
Thomas Rebel
Customer Director

Effortless Home Assistance

More
Loyal
Less
Loyal
Below
Customer
Expectations
Meets
Customer
Expectations
The Perception
The Reality
Exceeds
Customer
Expectations

Let’s listen to our customers

Rant & Rave Surveys
 Every Customer touch point across the business
 Effort Score plus verbatim
 Multi-channel
 Agent access
 Management MI

Everybody likes positive feedback
Customer-focused incentives
Driving process changes
Customer issue resolution
Cherry picking
Subjective scores

Questions

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Customer Engagement Raveolution - Thomas Rebel

1. How to overcome a Customer Engagement disaster and thrive Thomas Rebel Customer Director

2.

3.

4.

5. Effortless Home Assistance

6. More Loyal Less Loyal Below Customer Expectations Meets Customer Expectations The Perception The Reality Exceeds Customer Expectations

7. Let’s listen to our customers

8.

9. Rant & Rave Surveys  Every Customer touch point across the business  Effort Score plus verbatim  Multi-channel  Agent access  Management MI

10. Everybody likes positive feedback Customer-focused incentives Driving process changes Customer issue resolution Cherry picking Subjective scores