Podcast ¦ CX Passport: The one with the (CX) Pet Shop Boys – Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

Summary

This podcast episode features an interview with Scott Lee Holloway, the Voice of the Customer Manager at APS bank in Malta. Scott discusses his journey into customer experience and the importance of delivering superior experiences. He emphasizes that poor customer experience is expensive and explains how improving CX can lead to cost savings and customer loyalty. Scott also shares his insights on balancing customer complaint resolution with the need for process improvement and highlights the value of complaints as a source of valuable insights for the organization.

Key Points

• Poor customer experience is expensive but improving CX can lead to cost savings and customer loyalty.
• Scott believes in removing unnecessary bureaucracy and making processes seamless to achieve superior experiences.
• Customer complaints are seen as an opportunity to put things right and gather valuable insights for improvement.
• Scott emphasizes the importance of addressing the root causes of customer issues to prevent repeated problems.
• Many organizations focus on fixing issues rather than preventing them, which leads to ongoing problems.
• Investing in customer experience and resolving pain points can result in a reduction of issues.

Key Statistics

• No key statistics mentioned in the podcast.

Key Takeaways

• Poor customer experience is costly and investing in CX can lead to cost savings and customer loyalty.
• Removing unnecessary bureaucracy and making processes seamless is essential for delivering superior experiences.
• Customer complaints are an opportunity to put things right and gather valuable insights for improvement.
• Addressing the root causes of customer issues is necessary to prevent ongoing problems.
• Investing in CX and resolving pain points can result in a reduction of recurring issues.