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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.

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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