<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=275133924453494&amp;ev=PageView&amp;noscript=1">

Try Solvemate without risks! We are willing to guarantee your satisfaction, or your money back

Learn more
creditplus-photo Book a demo

See how Solvemate will save you costs and resolve requests from day one. The call takes less than 30 minutes, no obligations, no strings attached.
chatbot-roi-calculator

How much can you really save with customer service chatbots?
chatbot-roi-calculator-resources Chatbot ROI Calculator

How much can you really save with customer service chatbots?

Go beyond the chatbot hype and boost your customer service with automation to improve your CX.

Discover our features to create meaningful conversations in an instant, scalable and cost effective way.

We integrate with the best! Solvemate is built to fit into your existing tools and workflows. Find out more.

024-The-Art-of-Customer-Service-Microsoft-Cindy-Engelmann-1024x1024

EPISODE #24

Microsoft: The Value of Customer Feedback

Discussing the importance of anticipating your customers’ needs, proactively asking them for feedback regularly and how to differentiate what’s valuable and what’s not.

Listen Now

Executive Summary

“Every feedback is a gift”. This is how Cindy Engelmann, Customer & Partner Experience Manager at Microsoft Germany, sees customer feedback. But how do you decide which feedback to act on, how do you share it with other teams and lastly: how do you close the loop with your customer after processing their feedback internally? In this episode, Erik discusses the value of feedback with Cindy, looking at how Microsoft incorporates it in their company culture and how this adds to the overall customer experience.

In This Episode, You’ll Learn

  • About Microsoft’s five principles for great customer experience
  • Why customer experience is about anticipating the unsaid needs of customers
  • How Microsoft is using a satisfaction predictor software to check in on their customer’s current state and take actions
  • Why Microsoft pursues a learn-it-all culture and feedback-driven mindset
  • How Microsoft classifies valuable and invaluable feedback - and how they act on it

Chapters

This episode of The Art of Customer Service covers the following topics on the innovation in customer experience:

1. 00:00:00 Introduction to the topic

2. 00:03:20 How to define great customer experience

3. 00:07:38 The importance of customer experience

4. 00:12:20 Customer feedback analysis

5. 00:19:57 How to distinguish valuable from invaluable feedback

6. 00:26:06 Good and bad feedback: what to look out for

7. 00:31:28 The most valuable feedback

email

Explore The Art of Customer Service

PODCAST

Stefan Moritz: The importance of Service Design | #32

Listen now

PODCAST

Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

Listen now

PODCAST

Alex Farmer: How to Create a Frictionless Experience | #30

Listen now

email

Never miss an episode

Subscribe to our podcast on your favourite platform.

linkedin twitter facebook

And for more insider knowledge on customer service trends and AI, sign up for our newsletter.