There has never been a time of more rapid change in consumer lifestyles and behaviour and never a greater need for a business to really know its customer, to understand their needs and motivations. With all the pressures facing businesses nowadays, how do we ensure we exceed customer expectations?
Martin Brown, Founder and CCO of FM Outsource will demonstrate how household names like Superdrug, Hotel Chocolat, and ArrowXL have created award-winning customer service support through a real focus on customer experience and feedback.
There are various different methods to obtain customer feedback and it’s a challenge to bring it all together and analyse it all in one place. Martin will discuss why and when feedback is most valuable and which customer interactions and touchpoints can have the most impact.