Thomas Rebel, the Customer Director at Effortless Home Assistance, discusses how to overcome customer engagement disasters and thrive. He recommends listening to customers through rant and rave surveys across all touch points, which provide effort scores and verbatim comments. This feedback should drive process changes, customer issue resolution, and customer-focused incentives to meet and exceed expectations rather than cherry picking positive reviews.

1. How to overcome a
Customer Engagement
disaster and thrive
Thomas Rebel
Customer Director

5. Effortless Home Assistance

6. More
Loyal
Less
Loyal
Below
Customer
Expectations
Meets
Customer
Expectations
The Perception
The Reality
Exceeds
Customer
Expectations

7. Let’s listen to our customers

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

11. Questions