July 7, 2020 - CXPA Toronto Member Exclusive Coffee Chat
To encourage active discussion, a limit of 20 CXPA Members was placed on this video session about "Staying Close to Your Customers in Times of Crisis," led by Stephan Sigaud, EVP Marketing at Phase 5.
Based on his extensive experience and research-on-research findings, Stephan shared his perspective on the appropriateness of continuing Voice-of-Customer programs while we are still in COVID mode. Zoom break-out rooms were then used to foster meaningful conversations about the pros and cons of continuing, plus ideas on how to modify programs to keep them relevant.
While participants reached a consensus on the need to continue to listen to customers, a number of important tips were shared:
Listening to your customers doesn't necessarily mean surveying them; depending on the situation there are other, more qualitative research techniques that might be advisable.
Be sincere. Ask only about things you can impact.
Be sensitive. Certain industries have been hit harder than others.
In conclusion the group agreed that this time presents an opportunity for CX professionals to demonstrate the value of Customer Experience and for organizations to be innovative in listening to their customers and providing them with an optimal experience.
CXPA Toronto holds 3 - 4 professional development and networking sessions each year, attracting world-class speakers and offering innovative and immersive workshops. Toronto-based events are designed to support all levels of Customer Experience maturity, including those with government departments and non-for-profit organizations, corporations in all sectors of private industry, and professional services firms.
CXPA Toronto is a member of the global CXPA network which counts over 5,000 professionals, has representation in over 70 countries, and offers knowledge resources, online tools, forums and networking support to all members. CXPA is also the author and administrator of the Certified Customer Experience Professional (CCXP) designation.