Head of Customer Strategy
Main Conference Day Two
Wednesday, October 9th, 2019
2:00 PM Case Study: Developing and implementing key measurement metrics to create maximised impact Customer satisfaction
“In a customer-oriented company, the voice of customers indirectly influences decisions regarding the offers, the relational and the distribution model. We consider that, for a part of them, customer insights are the result of a factual and a subjective perception.
- How can we deal with the subjectivity of the customer? – confronting his/her point of view with the current performance and find the right way to improve
- How to articulate the customer insights and the performance? In this approach, internal KPIs are carefully chosen among those that make sense to the customers. It implies to engage and ensure key stakeholders from different departments to work closely to deliver customer satisfaction, together.
This presentation will showcase key measurement metrics and hands-on tips on how to impact customer satisfaction based on performance indicators”