Interview with Gloria Jeanâs Coffees International

Interview with Gloria Jeanâs Coffees International

Interview with Gloria Jeanâs Coffees International

Interviewee: Phi Nguyen, Head of Special Projects & Global Development, Gloria Jean’s Coffees International Questions: - What does it mean to be a truly "customer-centric" organisation? - How important is voice-of-customer (VOC) in capturing customer loyalty and retention? What marketing strategies do Gloria Jeans carry out? - How does Gloria Jeans gather feedback from its customers? - The management is typically concerned with the huge investment costs from Big Data. How should a firm believer of Big Data justify the ROI to their management? - How can organisations implement a cost-effective Big Data strategy? - How do you find the event?

By Vocalcom

How Do You Define Excellent Customer Service?

Customers are at the heart of any company’s success, yet often they are not made a priority. Accenture reports that 66% of customers switch brands due to poor service, while Insight Squared found that a stunning $41 billion is lost by U.S.-based companies every year due to poor customer service. What makes such a figure truly dismal is the fact...
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