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Customer Engagement Raveolution - Thomas Rebel

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Rant & Rave
Rant & Rave

Customer Engagement Raveolution - Thomas Rebel

Technology
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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
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  • 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
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  • 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