Michael Brandt has had one of the most comprehensive B2B customer experience careers of anyone I’ve met. With more than 25 years in customer feedback culminating in the role of Group Vice President of ABB Group, he has led global Voice of Customer Programs, and rolled out training to 35,000 people in an 18 month period.
In this fascinating podcast, Michael shares how to tackle customer complaints using a technique based on Don Peppers “5 A’s”: Acknowledge, Apologize, Amplify, Ask, Act. He explains how Japan’s business culture requires special navigation. And how you need to change organizational culture to succeed.
And he gives insights into how he took ABB’s NPS from 16 to 45, with a response rate north of 25%. His philosophy is simple: “You own your customers an answer”..
Michael is now a Certified Customer Experience Professional (CCXP) and runs the CX-Excellence (www.cx-excellence.com) organisation to help b2b companies on the road to customer centricity.
Host: Adam Dorrell
Listen to this masterclass in B2B account experience with a global enterprise perspective.