In episode four of the Voice of the Customer, we meet Aarthi Gonela who really knows how to put the "feel" of a customer experience into words.

After a fantastic experience with Overstock.com, she helps our audience understand the importance of making a customer feel like they matter, and that often products and services are much more to a client than just tangible things.  The opposite held true during a delivery horror story with CEVA Logistics, where she was left feeling unimportant and abandoned.

Give it a listen and let us know how you feel about this one!

https://bpaquality.com/contact-center-quality-assurance-best-practices/voice-of-the-customer-podcast/