The CX Leader Podcast | A resource for customer experience leaders The Harmonious Experience
Aug 20, 2024
Joe Chiew, Senior Manager of Consumer Insights and Voice of the Customer at Guitar Center, shares insights on creating a harmonious customer experience. He emphasizes the importance of consistent feedback mechanisms across departments. Listeners discover how Guitar Center enhances in-store experiences for musicians through immersive interactions. Chiew also highlights strategies for gathering customer insights, the significance of cross-team collaboration, and future initiatives to automate feedback processes for a more effective listening experience.
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Customer Listening as Performance Metric
- Listening to customers reveals how well your organization performs in customer experience.
- Diverse listening methods, like online chat, employee feedback, and surveys, provide customer perspective metrics.
Omnichannel Listening
- Implement an omnichannel listening approach to capture feedback from diverse customer interactions.
- Aim for a single source of truth for customer feedback to gain a unified understanding.
Rapid Issue Resolution
- Guitar Center used customer feedback to identify and address issues within two weeks of launching their program.
- This quick action demonstrated the value of real-time customer feedback.