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Ep. 63: How text messages helped a phone retailer turn up feedback
Ep. 63: How text messages helped a phone retailer turn up feedback
ratings:
Length:
36 minutes
Released:
Dec 10, 2015
Format:
Podcast episode
Description
Mobile phone stores increasingly depend on loyalty economics to drive their businesses. As a result, every customer interaction in one of these stores is vital. It’s a chance to wow a customer with a great experience, or to frustrate them with long waiting times, pushy salespeople or poorly trained technicians. Yet store owners generally struggle to get enough customer feedback to know how their customers’ purchasing experience feels to them, or what needs to be improved. Jimmy Salamanca, who runs six U.S. Cellular stores, discusses how he uses Fosubo, a feedback collection tool that uses text messaging, to gauge the customer experience. Fosubo CEO Misa Chien joins the discussion to explain how the tool works.
Learn more about this episode
Learn more about this episode
Released:
Dec 10, 2015
Format:
Podcast episode
Titles in the series (100)
Ep. 4: Seeking the right answers at Vanguard: Martha King, head of Vanguard's US Financial Intermediaries Division, discusses loyalty. by Customer Confidential: Untold Stories of Earned Growth