A lot of people don’t enjoy the airport experience, especially within business travel. How is one professional trying to make that better?
Ditch the surveys, bash the silos down, and do this right.
Parrish Arturi of Fidelity Investments joins me to discuss engaging middle management, embedding the right vocabulary with other executives, and understanding voice of the customer as you attempt to drive customer experience across the business as a revenue growth tool.
What’s your story for creating the Chief Customer Officer role in your organization? How do you execute the tasks to drive culture change and to do the customer experience work? What are your successes? What are your customer experience challenges? I want to know.
Build a “Listening and Understanding Engine” so you can identify issues early and act without waiting for a survey result.
Many companies already have all the information they need from customers about what’s broken and what’s getting in the way of increasing repeat business. Every day multitudes of comments and feedback come in as a result of customers reaching out or at natural customer interaction points. Yet these opportunities to track “unaided feedback” volunteered by customers are not prioritized, trended or organized in a deliberate accountability cycle across the silos.