Transforming Customer Engagement to Positive Customer Advocacy
Westpac has transformed their customer engagement model to create positive customer advocacy for their business. This webinar will discuss how customer behaviour has directly increased advocacy, the new communication channels that customers are leveraging, how these channel experiences are directly impacting Net Promoter Score (NPS) and real-life examples of how Westpac has successfully communicated with their customers using social media.
- Presenting
- Jennifer Rufati, Head of Customer Operations Customer Services, Westpac Bank - Dan Miller, Senior Analyst, Opus Research
- Channel
- Opus Research
- Date
- Jul 20 2011
- Duration
- 00:20
- Tags
- Contact, Center, Customer, Care, Social, Media, NPS
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