Скачать или смотреть How Acting on CX Feedback Increases Loyalty (Replay)

There are many tools, processes and vendors out there which can help most any business collect and understand feedback from customers and employees. Gathering and understanding alone are not enough to improve experience and retention. Businesses must be committed to taking action on the feedback and then continue to check-in periodically and make adjustments as the understanding refines over time.

Brightstar, the global leader of end-to-end mobile device lifecycle management solutions, recently implemented a customer feedback program with Medallia which brought value to the customers, employees and the business in short period of time.

Highlights include a 25% decrease in calls per claim and a 25-point increase in Net Promoter Score. The key to Brighstar’s success is their commitment to take action quickly on the feedback.

In this week's session, guest host Jim Bass, CCXP and special guest, Brian Powers, Chief Experience Officer (CXO) at Brightstar discuss...

The business drivers for Brightstar’s digital transformation and how he gained interest, support, and commitment for the projects
How VOC played a prominent role in identifying the needed changes and priorities.
The key actions Brightstar took to improve experience, engagement and satisfaction.
The next steps in Brightstar’s VOC journey to continue to generate high satisfaction and fierce loyalty.