{"id":1808,"date":"2022-03-17T16:24:00","date_gmt":"2022-03-17T16:24:00","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1808"},"modified":"2022-11-22T09:26:11","modified_gmt":"2022-11-22T09:26:11","slug":"keynote-hellofresh-cx1-2020","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/keynote-hellofresh-cx1-2020\/","title":{"rendered":"The Essentials of Voice of Customer"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>The Essentials of Voice of Customer at HelloFresh<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p >In this CX1 CONFERENCE 2020 keynote, HelloFresh explains how they collect customer feedback to improve retention and growth in different ways.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"buttons\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#form\" class=\"button\">Watch Now for Free<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"942\" height=\"482\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/header-cx1-fashion-Hellofresh.png\" class=\"attachment-full size-full\" alt=\"header-cx1-fashion-Hellofresh\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/header-cx1-fashion-Hellofresh.png 942w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/header-cx1-fashion-Hellofresh-300x154.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/header-cx1-fashion-Hellofresh-768x393.png 768w\" sizes=\"auto, (max-width: 942px) 100vw, 942px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Key Facts<\/h2>\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-users-class icon\"><\/i>\n\t\t\t\t<h5>Event<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">CX1 2020<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-calendar-alt icon\"><\/i>\n\t\t\t\t<h5>Date<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">September 10, 2020<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-presentation icon\"><\/i>\n\t\t\t\t<h5>Topic<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">Feedback Management<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"form\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Watch the Recording Now<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<h5>Manage Feedback Data with HelloFresh<\/h5>\n<p>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.<\/p>\n<p>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.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col checklist\">\n\t\t\t\t\t<h3>What to Expect<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h3>\n<ul>\n<li>How HelloFresh is using customer feedback to improve their recipes and menu options<\/li>\n<li>How HelloFresh is structuring the data from different data sources into one data warehouse<\/li>\n<li>How HelloFresh is using NPS data to identify relevant happiness drivers and pain points at the different touchpoints<\/li>\n<li>What challenges HelloFresh is experiencing and what initiatives it has planned for the future<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-1807\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/cx1-2020-lp-expectation-image.jpg.jpg\" alt=\"cx1-2020-lp-expectation-image.jpg\" width=\"940\" height=\"676\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/cx1-2020-lp-expectation-image.jpg.jpg 940w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/cx1-2020-lp-expectation-image.jpg-300x216.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/cx1-2020-lp-expectation-image.jpg-768x552.jpg 768w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n<section         class=\"block-speakers  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\t\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"section-title\">The Speaker<\/h2>          \t<div class=\"speakers enable-slider \">\n\t\t\t\t\t\t\t\t\t<div class=\"speaker table\">\n\t\t\t\t\t\t<div class=\"left-side\" style=\"background-image:url('https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/hellofresh-steve-crolic-desktop.jpeg')\"><\/div>\n\t\t\t\t\t\t<div class=\"right-side\">\n\t\t\t\t\t\t\t<h4>Steve Crolic<\/h4>\n\t\t\t\t\t\t\t<div class=\"position\">International Head of Voice of the Customer<\/div>\n\t\t\t\t\t\t\t<p>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\u2018s 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.<\/p>\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"128\" height=\"72\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/quote-logo-hellofresh.svg\" class=\"attachment-full size-full\" alt=\"quote-logo-hellofresh\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Identify Happiness Driver and Pain Points<\/p>\n","protected":false},"author":2,"featured_media":2393,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[20],"tags":[10],"class_list":["post-1808","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","tag-keynotes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Essentials of Voice of Customer<\/title>\n<meta name=\"description\" content=\"In this CX1 CONFERENCE 2020 keynote, HelloFresh explains how they collect customer feedback to improve retention and growth in different ways.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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