Webinar. Voice of Customer Intelligence: Using customer feedback to gain competitive advantage
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Webinar. Voice of Customer Intelligence: Using customer feedback to gain competitive advantage
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About this listen
In this Hello Customer webinar, CEO Bram De Vos is joined by Michel Stevens, course director at CXM Academy, for a no nonsense look at how to turn feedback into action, and why most companies still miss the point.
Key Topics Covered:
- The importance of reading raw customer feedback daily
- The blind spot of focusing only on complaints
- Two-dimensional customer relationships (emotional connection vs. product satisfaction)
- The three layers of service recovery (functional, emotional, social)
- Proactive feedback collection strategies
- Communicating customer centricity internally and externally
- Calculating ROI through promoter/detractor analysis
Core Takeaway: "Never assume, always ask" — understanding customer reality through direct conversation is vital.
Learn how Hello Customer turns feedback into business improvements: https://www.hellocustomer.com
You can watch the full webinar and see the discussion unfold on video here: https://www.hellocustomer.com/en/resources/webinars
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