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CX Matters by Hello Customer
Welcome to CX Matters, a podcast where we dive into all matters CX to find out what really makes the difference, what moves the needle, and what makes customers tick.
CX Matters is powered by Hello Customer, the platform that helps organizations turn feedback into real business improvements.
Learn more about Hello Customer here: www.hellocustomer.com
CX Matters by Hello Customer
Webinar. Voice of Customer Intelligence: Using customer feedback to gain competitive advantage
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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