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What Can We Learn about Customer Experience? - Virgin Media Case Study
Manage episode 421937447 series 3523638
Jimmy Barber and James Lawther, Jimmy Barber, and James Lawther에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Jimmy Barber and James Lawther, Jimmy Barber, and James Lawther 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
Episode 30 - This week, we continue to explore the UK Customer Experience. The country's service economy employs 80% of the workforce, so understanding and enhancing customer experience is crucial.
We conduct a 'shallow dive' (or maybe a snorkel) into Virgin Media, examining its history and origins, as well as customer feedback on their experiences. What lessons can we draw from such a giant corporation?
Expect the usual mix of anecdotes, statistics, and insights to provide some food for thought and ideas to ensure you're delivering the best customer service!
Learn the importance of thinking about design from a customer's perspective (obvious but rarely done well) and how policies are not the same as performance when looking after vulnerable customers. We also discuss how much your reputation is worth.
Also, Jimmy is relaxing a bit now. Nottingham Forest has another season in the Premier League, and James is celebrating finishing his audiobook. It's well worth a listen, or so he tells us.
42 에피소드
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