Feedback and complaints provide a rich source of insights that form the building blocks of your customer experience strategy and support continuous improvement. Customer feedback is a vital source of data, which can identify crucial trends that can be leveraged to improve customer outcomes and shape business solutions to serve customer expectations.
In this workshop, Karen shares how she is strengthening customer engagement in RACQ’s decision making to drive satisfaction and continuous improvement. Through better understanding data and customer feedback, Karen is leading an outcomes driven approach to provide unmatched member experience and satisfaction.
- Integrating Voice of Member and NPS metrics to create a holistic understanding of customer expectations to drive improvement
- Performance scorecards and dashboard tools to improve employee engagement and uplift customer outcomes
- Using data capabilities to identify and manage systemic issues
- Using quantitative and qualitative metrics to evaluate the impact of your customer engagement at every touch point
General Manager of Member Development