The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso
Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO
In this episode you will learn:
- Some highlights on the ECXO
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Show financial results to get on the top of the C-Suite priorities (on the short and on the long term)
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4 steps to develop a Voice of the Customer program
i) Phase 1: Outside-in – Start with the external view
ii) Phase 2: Few data available – Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available)
iii) Phase 3: More data available – Start analyzing and deep diving into data. Proving the relations and the quality of the improvements implemented (1-1.5 years available)
iv) Phase 4: Start with Predictive analysis (more than 2 years of data available)
- Prepare the conversations with your stakeholders and make it understandable for them (speaking their languages)
… and much more
His book suggestion: – The Ultimate Question 2.0, Fred Reichheld
Enrique’s golden nugget: Customer Experience is about resilience. If you want to have impact on the company, it’s about resilience. Try to enjoy your success, minimize the impact of failures …but at the end, it pays out.
How to contact Enrique:
Thank you, Enrique!
Thank you European Customer Experience Organization (ECXO)
#customerexperience #leadership #ROI #cxtransformation #VoC #cxgoalkeeper #exco
