Beyond Satisfaction Surveys-Beyond Satisfaction Surveys

Video Transcription

Video Summary

The speaker, Ryan, discusses the importance of adopting a customer satisfaction program and customer experience management in the industry. He emphasizes the need for leadership commitment and employee engagement to drive change and improve the overall customer experience. Ryan suggests using tools such as customer surveys, employee assessments, mystery shopping, and website assessments to gather feedback and measure performance. He also emphasizes the importance of setting goals, creating accountability, and regularly reviewing performance to continuously improve the customer experience. Ryan talks about the customer experience maturity model, which includes adopting the program, managing the process, measuring performance, improving strategies, and evolving the business. He suggests integrating customer feedback and employee satisfaction to create a holistic approach to customer satisfaction. Finally, Ryan encourages businesses to refine their customer acquisition and customer retention strategies by leveraging success stories, refining their resolution process, and monitoring customer satisfaction. He also provides some next steps and resources for implementing a customer experience management program.

Keywords

customer satisfaction program

customer experience management

employee engagement

customer surveys

setting goals

customer experience maturity model

integrating customer feedback

customer acquisition

customer retention strategies