HDI 2018 Schedule Builder

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Session 210: Surveying the Customer Experience

Pete McGarahan (Senior Director, End User Support, First American Corp.)

Location: Room 318

Date: Wednesday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Reinventing The Customer Experience

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

It’s certainly important to have a customer service strategy that maps out the desired customer experience you strive to deliver consistently. But it’s even more important to establish a surveying vehicle that easily allows your customers to share their experience in dealing with your team. This session shares First American’s customer experience journey and the role surveying played in the continuous improvement progress. You’ll be enlightened by the survey questions, process, review, coaching, and alert escalation, as well as how they use the survey response data to hold themselves and their vendors accountable to a high level of service commitment and delivery.