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Customer Engagement Raveolution - Thomas Rebel
- 1. How to overcome a
Customer Engagement
disaster and thrive
Thomas Rebel
Customer Director
- 6. More
Loyal
Less
Loyal
Below
Customer
Expectations
Meets
Customer
Expectations
The Perception
The Reality
Exceeds
Customer
Expectations
- 9. Rant & Rave Surveys
Every Customer touch point across the business
Effort Score plus verbatim
Multi-channel
Agent access
Management MI
- 10. Everybody likes positive feedback
Customer-focused incentives
Driving process changes
Customer issue resolution
Cherry picking
Subjective scores