KEVIN DUNN

Voice of the Customer Optimization: Driving Action-Orientation Around Customer Feedback VIEW KEVIN'S SESSION

ABOUT

Kevin Dunn

Kevin Dunn is the manager of education on HubSpot Academy and leads the content creators responsible for partner and developer education. He is the host of Agency Unfiltered, a web series and podcast that features agency owners from around the world discussing agency operations and growth. Kevin is also a public speaker who’s delivered presentations at HubSpot’s INBOUND conference and at agency events across the globe. He is an unabashed Tom Brady fan and loves eating his way through new cities.

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SESSION TITLE

Voice of the Customer Optimization: Driving Action-Orientation Around Customer Feedback

Session Description

Loyal customers grow a business faster than sales or marketing. However, if we never ask for customer feedback, we’ll never understand what drives customer satisfaction. If we don’t know what drives satisfied customers, it will be impossible to create customer loyalty. But just asking for feedback isn’t enough. You need to properly analyze and prioritize feedback and drive action-orientation around it—and voice-of-the-customer optimization is your playbook.

  • Why having a VOC program is so important

  • How to source more customer feedback, including the 3 primary customer satisfaction metrics and tips for increasing survey responses

  • How to strategically analyze, prioritize and act on customer feedback

  • How to run your VOC program through HubSpot Service Hub