CX Tip #17: Discuss Feedback with B2B Clients

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CX Tip #17: Discuss Feedback with B2B Clients
(Customer Connectedness)

A unique element to SanDisk’s VoC program is its external roadshow to meet with customers about their survey results. Following internal review and reporting, account managers work with the CX governance board to identify a subset of customers to meet with face to face. Approximately 70% of the information reviewed with the customer is drawn from their specific survey responses, and account managers also review trends and insights from across all customer feedback and the actions being taken by SanDisk to address them. Click for more info

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About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

One Response to CX Tip #17: Discuss Feedback with B2B Clients

  1. Well it all comes down to talking, doesn’t it…communicating is an essential part of any relationship.

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