Thomas Rebel, the Customer Director at Effortless Home Assistance, discusses how to overcome customer engagement disasters and thrive. He recommends listening to customers through rant and rave surveys across all touch points to understand effort scores and verbatim feedback. While positive feedback and customer-focused incentives are good, the key is using survey data to drive process changes and resolve customer issues rather than cherry picking good reviews or relying on subjective scores.

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

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

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

11. Questions