Melanie Disse - Melanie Disse Consulting - Acting on Customer Feedback

Melanie Disse is the Principal Consultant and Tech Adviser to Melanie Disse Consulting. Melanie Disse Consulting is a CX & VoC consulting firm helping businesses leverage CX as a key competitive differentiator to drive business performance through understanding customer experiences. Melanie is based in Auckland, New Zealand.

In this conversation with Peter Ryan, Melanie outlines how companies can more effectively obtain feedback from customers and how to make use of this feedback. Most companies struggle to turn customer feedback into action and many are still relying on the surveys that customers hate completing.

Is there a better way to engage customers and get productive feedback?

https://www.linkedin.com/in/melanie-disse/

https://www.melaniedisseconsulting.com/

Summary:

Mark Hillary and Peter Ryan discuss the importance of leveraging customer insights to drive great customer experience (CX) with Melanie Disse, a consultant from New Zealand. Melanie highlights the need for organizations to move beyond just collecting feedback to actually acting on it. She identifies three stages: listen, analyze, and act, emphasizing the challenges in breaking down silos and using technology to unify data from various sources. Melanie also notes the global phenomenon of poor customer service and the necessity for organizations to implement feedback to improve CX.

They conclude by promoting the CX Outsourcers event in Ottawa, where Melanie will be speaking.