Скачать или смотреть More Innovation, Lower Costs: Inside FedEx's Customer Experience Strategy

Gaining a customer is one thing. Keeping them is something else.

Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success is not just to make a customer but to grow with the customer.

0:00 - Introduction
2:03 - Chris' Career Story
2:37 - Helping Frontline Employees Thrive
4:11 - FedEx's Customer Experience
6:01 - What Customer Experience Looks Like at FedEx Europe
9:42 - What Data FedEx Looks At
11:52 - CX in Europe vs The US
13:57 - Paying Attention To Trends
16:40 - Innovating with Data
18:36 - What Customer-Centric Leadership Looks Like
20:53 - Tracking the ROI on CX
23:37 - Alternative to NPS
24:45 - Rapid-Fire Questions


This episode is sponsored by Calendly. See how Calendly can help your team drive adoption and increase retention and growth at calendly.com/moderncustomer.

--
Dubbed "The Queen Of Customer Experience" by Meta, Blake Morgan is a keynote speaker, customer experience futurist, and author of “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, an Amazon, Book Authority, and Porchlight bestseller. She is the host of The Modern Customer Podcast. Visit her website here: https://blakemichellemorgan.com/