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Tangerine Crush From Big Data to Big Empathy

June 5, 2019

Director, Customer Experience and Voice of the CustomerAyanna Augustine

A data-driven customer empathy program

At the core of the program; we measure the quality of the experience we deliver, listen and empathize with customers to identify and fix pain points using a test, and learn approach.

Surprise and delight customers in the moment,because you can’t fix everything right away.

Look inside out, and outside in. Knowing where you are will help you decide where you’re going.

Your competitors and

your industry performance

Your business and your customer’s experiences

YOUR GAME PLAN

Priority should trump quantity.Just because you can, doesn’t mean you should.

Investigation over intuition, because customers don’t care about your opinion.#noguessing

Don’t aim for perfect. Iterate. Fix it fast, test fast, fail fast and do it again.

Retention

satisfaction

ü .

NPS

OPEXunnecessary

Prove problems are solved. If you prove it, they will come.

Dare to share.If you’re the only one in the know, how can everyone help?

Assign champions to drive change, but inspire everyone to own it.

1,200 heads are better than 1.The more you know, the better your plan.

Make noise about the good things, cause no one likes a downer.

THIS IS HOW

WE ROLL

1. Surprise customers in the moment

2. Look inside out, and outside in

3. Priority trumps quantity

4. Investigation over intuition

5. Fix fast and iteratively

6. Prove problems are solved

7. Dare to share

8. Assign champions

9. 1,200 heads are better than 1

10. Make noise about the good things