Adam and Dave are talking with Tzachi Ben-Sasson, Organizational Psychologist and Head of Global Voice of the Customer at Amdocs. Tzachi talks about how he uses WIIFM (What’s in it for me?) to create a better experience for their customers.  The idea is to create win-win situations for all parties participating in the program, including C-suite, account managers, and also customers, who often can be resistant to feedback programs.

Tzachi also goes into the importance of tying revenue to your program;  making sure account managers are bonused on getting feedback and then enacting it to make the difference to show the value for customers.