Keynote Presentation: Fostering Internal Advocates and Loyal Promoters
- Fostering Internal Advocates and Loyal Promoters
- • Web • Contact Centre • Wealth Connect • Branch Direct Indirect • Financial Advisers • Mortgage brokers • Private Bankers • Accountants • Employer (Corporate Super)
- Westpac Group Vision BTFG Mission Helping people prepare for their best financial future. Forever. To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow
- Events - Feedback LT Customer Calls Financial Dashboards Customer Observations Ad-hoc Research Banker Insights Customer Interviews Complaint Call Recordings Listen to Customer calls Quality of Experience BT Attitudinal Segments External Research VOC Survey Call Centre Post call Survey and notes Service Design Project Insights Complaints Reporting NPS Survey Customer Dashboards Customer Stories – Yammer, Intranet Customer Stories Social Media Feedback
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- Lessons learnt
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