IQPC Podcast with Louise Long, NAB

Welcome to the podcast for Customer Experience 2010: Driving targeted consumer strategy execution and evaluation. Joining us for this interview is Louise Long, Customer Experience Manager, NAB. We all talk about wanting to know and understand our customers but the trouble in a large organisation is that we are insulated from them. So instead, we become accustomed to relying on customer satisfaction surveys, research, mystery shops and focus groups, or we assume they just like us. The answer is we need to know, take a step back, forget we work here, and truly immerse ourselves in our customers’ experience. This interview will explore how to engage with your customers, the attitude of customers post-GFC, and the importance of employee engagement. Listen LIVE, visit www.customerexperienceevent.com.au, or call Will Carter or Nigel Amyes at IQPC on +61 2 9229 1000.