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Microsoft: The Value of Customer Feedback | The Art of Customer Service #24 [ENG]
“Every feedback is a gift”. This is how Cindy Engelmann, Customer & Partner Experience Manager at Microsoft Germany, sees customer feedback. But how do you decide which feedback to act on, how do you share it with other teams and lastly: how do you close the loop with your customer after processing their feedback internally? In this episode, Erik discusses the value of feedback with Cindy, looking at how Microsoft incorporates it in their company culture and how this adds to the overall customer experience.
In this episode, you’ll learn...
● … about Microsoft’s five principles for great customer experience
● … why customer experience is about anticipating the unsaid needs of customers
● … how Microsoft is using a satisfaction predictor software to check in on their customer’s current state and take actions
● … why Microsoft pursues a learn-it-all culture and feedback-driven mindset
👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.
__________________________
||||| PEOPLE |||||
🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/
👤 Guest: Cindy Engelmann, Customer & Partner Experience Manager at Mircrosoft
-- https://www.linkedin.com/in/cindy-engelmann/
__________________________
||||| SPONSORS |||||
🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/
🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner
__________________________
||||| CHAPTERS |||||
from 00:00 | Introduction to the topic
from 03:20 | How to define great customer experience
from 07:38 | The importance of customer experience
from 12:20 | Customer Feedback Analysis
from 19:57 | How to distinguish valuable from invaluable feedback
from 26:06 | Good and bad feedback: what to look out for
from 31:28 | The most valuable feedback
__________________________
||||| US |||||
💛 More great things from us: https://linktr.ee/dkompakt
View all episodes
By Erik Pfannmöller“Every feedback is a gift”. This is how Cindy Engelmann, Customer & Partner Experience Manager at Microsoft Germany, sees customer feedback. But how do you decide which feedback to act on, how do you share it with other teams and lastly: how do you close the loop with your customer after processing their feedback internally? In this episode, Erik discusses the value of feedback with Cindy, looking at how Microsoft incorporates it in their company culture and how this adds to the overall customer experience.
In this episode, you’ll learn...
● … about Microsoft’s five principles for great customer experience
● … why customer experience is about anticipating the unsaid needs of customers
● … how Microsoft is using a satisfaction predictor software to check in on their customer’s current state and take actions
● … why Microsoft pursues a learn-it-all culture and feedback-driven mindset
👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.
__________________________
||||| PEOPLE |||||
🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/
👤 Guest: Cindy Engelmann, Customer & Partner Experience Manager at Mircrosoft
-- https://www.linkedin.com/in/cindy-engelmann/
__________________________
||||| SPONSORS |||||
🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/
🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner
__________________________
||||| CHAPTERS |||||
from 00:00 | Introduction to the topic
from 03:20 | How to define great customer experience
from 07:38 | The importance of customer experience
from 12:20 | Customer Feedback Analysis
from 19:57 | How to distinguish valuable from invaluable feedback
from 26:06 | Good and bad feedback: what to look out for
from 31:28 | The most valuable feedback
__________________________
||||| US |||||
💛 More great things from us: https://linktr.ee/dkompakt