Description
Who it’s for: Anyone who has to answer for a marketing number and wants to answer one question properly: Who is actually recommending you?
What happens in it: Watch the idea unfold: a comfortable average, the three groups hiding inside it, and what happens when you report only the good news. In Your call you make the decisions in a real case: I run customer experience for a mobile network. Greer Castellane, our head of marketing, has a slide ready for the board: average satisfaction 7.8 out of 10, thousands of responses. She wants to present it as proof that customer experience is strong. Then, in the boardroom, you make the case to Ottoline, the chair, in three questions.
How it works: five scenes in about 30 minutes: the data film, the lesson, Your call, practice with fresh numbers that mark themselves, and the boardroom. Finish all five for your certificate. It is course 5 of 6 in the Customer retention and loyalty season of the Marketing series.
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