Steve Crolic is the Head of Voice of the Customer at Hello Fresh. In this Keynote, he talkes about how HelloFresh collects customer feedback to improve retention and growth in different ways. He explains at which key thouchpoints HelloFresh is currently collecting feedback and how it helps improving their brand reputation, operational performance, product strategy and understanding the user experience on the different platforms. More specifically, HelloFresh has been able to identify happiness drivers and pain points regarding specific customer interactions. By addressing these, they have been able to reduce the number of customer complaints and customer churn, leading to an overall more satisfied customer base. Steve Crolic provides relevant examples and explains how HelloFresh is successfully using customer feedback.
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Steve has been with HelloFresh for 3 years, first as NPS Manager and later as Head of Voice of the Customer. His team looks after the company‘s customer feedback functions for the physical and digital product experience. Previously, he worked for Porsche Cars North America in the Sales Programs team, which manages vehicle incentives for the US dealer network.