Steve Hoffman

Customer Experience Lead Bunnings

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

11:30 AM CASE STUDY: Understanding the Customer Experience Through Data Base Measurements and VOC to Indicate Which Touchpoints Require Prioritisation and Investment.

Over the past decade, Bunnings has grown and established itself as one of Australia’s leading retailers, generating revenue of over $13 billion in 2019. In response to physical growth and customer growth, Bunnings have invested time in understanding their customer data through measuring customer satisfaction indicators and VOC to understand their customers experience and the areas they need to invest priorities and time to enhance customer satisfaction. Steve Hoffman will present on how his team have introduced measurements of customer sentiment through VOC, feedback and surveys to respective areas and initiating projects throughout the organisation.

  • Simplifying the view of the customer’s journey to create a story that will translate to the adoption of CX values across your organisation.
  • Strategising with units as to how they should drive their approaches to enhancing the customer journey, through a simplified CX lens.
  • Utilising customer verbatim to paint a story as to what areas are creating inconvenience and require specific attention, particularly in regards to customer satisfaction and expectations.

Chair:

Check out the incredible speaker line-up to see who will be joining Steve.

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