Webinar Replay: Customer Feedback Strategies That You Cannot Ignore

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"Survey fatigue". "Junk mail". "Spamming". These terms are now mainstream and are associated with too many organisations.

So many of us are asking the same satisfaction question to customers and we're turning it into bad practise.

But, what else can we do?

In this webinar, we presented a number of less-invasive strategies to gain actionable feedback, which will better serve your contact centre in providing great customer service.

Agenda

  • Introductions - Jonty Pearce, Call Centre Helper
  • Janette Coulthard, Pole Star Coaching
Click here to view the slides
  • Simon Thorpe, Sabio
Click here to view the slides
Panellists
Janette Coulthard - headshot
Janette Coulthard
Pole Star Coaching
Simon Thorpe - headshot
Simon Thorpe
Sabio
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Why your customer feedback strategies are failing
  • The right strategy for your contact centre
  • What are the "silent majority" thinking?
  • Using customer feedback to make positive changes
  • Where can technology help you?
  • Top tips from the audience
  • Winning tip –"Change your scoring to 1 - 9 to ensure accuracy as some customers score 1 instead of 10 by mistake" thanks to Harry6
Original Webinar date: 6th February 2020

Speaker Biographies

Janette Coulthard | Pole Star Coaching

Highly focused, results orientated Coach and Senior Marketing Professional with a background in Affiliate, Digital & Social Media Marketing, Product Marketing, Product Management, CRM and Sales. Comfortable working at all levels and managing multiple internal and external stakeholder engagement and relationships.

Track record of building high performing teams, achieving above expectations to hit growth and loyalty targets across multiple channels including Voice, Social Media, Content, Email, Direct Mail and CRM. Core competencies in coaching, mentoring, relationship, people and stakeholder management, product innovation, marketing, marketing communications, content, channel management, product management, Budgets and P&L.

Connect with Janette on Social Media: Linkedin

Simon Thorpe | Sabio

I've spent years in the contact centre and customer service sector, building a network of highly respected individuals that are doing fantastic things for customer service.

My experience has lead me to specialise in helping companies improve their customer experience through managing effective insight programmes.

Connect with Simon on Social Media: Linkedin | Twitter