The Essentials of Voice of Customer at HelloFresh
In this CX1 CONFERENCE 2020 keynote, HelloFresh explains how they collect customer feedback to improve retention and growth in different ways.
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Manage Feedback Data with HelloFresh
Steve Crolic is Head of Voice of the Customer at HelloFresh. In this keynote, he talks about how HelloFresh collects customer feedback to improve customer engagement and business growth in a variety of ways.
He explains the key touchpoints at which HelloFresh is currently collecting feedback and how this is helping to improve brand reputation, operational performance, product strategy, and understanding of the user experience across platforms. More specifically, HelloFresh was able to identify Happiness Drivers and Pain Points regarding specific customer interactions. By addressing these, they were able to reduce customer complaints and churn, resulting in a more satisfied customer base overall. Steve Crolic provides relevant examples and explains how HelloFresh successfully leverages customer feedback.
What to Expect
- How HelloFresh is using customer feedback to improve their recipes and menu options
- How HelloFresh is structuring the data from different data sources into one data warehouse
- How HelloFresh is using NPS data to identify relevant happiness drivers and pain points at the different touchpoints
- What challenges HelloFresh is experiencing and what initiatives it has planned for the future
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.