Dana Alvarenga talks with Marc Haine about customer programs built on two-way value exchange and peer-to-peer engagement. She emphasizes listening to feedback and closing the loop on surveys and NPS scores to build real trust with customers.
So the future is really going to be about that 2-way exchange of value, focus on authentic voice, and a lot of peer-to-peer engagement for sure.
And it sounds like the other aspect is community. I mean, when you're bringing everybody together. Yes. It ends up building a community.
Yeah.
I love that quote, Seth Godin, people like us do what people like us do.
Yes. Yes.
I've always loved that quote. I always thought it was so timely. You know, you're talking a lot about giving your customers a voice. You know, one of the things that keep popping into my mind is how many organizations aren't listening to the voice. They're going through the mechanics of doing it. So, pretending to do it but they're not implementing. I mean, can you talk a little bit about the importance of building trust in actionable items?
Yeah, and that's it right there, the actionable item. It's great to listen. Even getting survey results if it's in text format, but follow up. Why did they respond in that way? Or why did they give the NPS score? It's, it's closing the loop.
