Customer Experience Doesn’t Stop at The “Buy Now” Button

Johann Loibl, Chief of Staff, Different Property Management | Former Head of Customer Service and SMB Sales, Zip Co Limited

 

For many companies, driving revenue and number of transactions take priority in their funding and decision making. Consequently, this means the focus is on getting the customer to purchase your product or service in order to have the numbers to fuel further growth, but it can also mean that because of poor focus on backend processes, technology and people, customers get burned and churn. Not to mention the impact on the staff and culture.  

Take-aways from this Roundtable Discussion include:

  • Why having a strong bond between the marketing and Customer Care team is key for successful Customer Experience
  • How to best setup the VOC programs so all parts of the business can benefit from customer insights
  • How a well-functioning operations’ team not only can drive customer experience, but also save money and increase profits.

ABOUT JOHANN LOIBL 

Johann entered the CX sphere in 2012 while working at Groupon ANZ and gained significant experience in Head of Customer Service roles at companies such as THE ICONIC and Contiki afterwards. Born in Germany, Johann holds an Engineering Degree in Agriculture and a Master of International Business from USYD, he most recently worked as the Head of Customer Care at Zip Co and is now the Chief of Staff at Different Property Management.

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http://ohsleaders.com.au/

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http://ohsleaders.com.au/

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