How the pandemic shaped customer experience for the future
How the pandemic shaped customer experience for the future
24 Feb 2022
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Description
When Covid-19 swept across the world, DuPont faced the challenge of not just producing more personal protective equipment (PPE), but also communicating how it was helping to fight the pandemic. Lori Gettelfinger says achieving that transformed DuPont's customer experience.
Table Of Contents
Using Voice of Customer to transform customer experience
Gettelfinger discusses how DuPont used E-listening to further understand the need of their customers and how to improve customer experience.
Taking a data-driven approach
DuPont combined the monitoring of their websites with social listening as part of their data-driven approach.
Creating the content strategy
Gettelfinger talks about the strategy that was formed from the data-driven insights.
Creating timely and relevant content
Gettelfinger outlines the customers' need for virtually-delivered educational content and the development of DuPont's webinar series.
Lessons for the future
Evaluating your online customer experience through the insights and feedback from your customers' perspectives is just one Gettelfinger's many takeaways.
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