In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional feedback. More important, he says, when transmitted directly to frontline employees and leaders, that emotion often generates the sort of empathy that inspires and motivates thoughtful action.
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
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39
minutes
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3 years ago
Ep. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?
How video feedback from Airbnb customers inspires empathy and action.Similar podcasts
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