Roberta O'Keith, fellow member of the Customer Experience Professionals Association, presents GE's customer insights approach and process. In her work at GE Power & Water – Air Filtration, the internal business process improvements created with the Net Promoter Score program have resulted in over a 68% improvement in overall Customer Satisfaction scores equating to over $24M in retained revenues. In this video Roberta covers two business case uses regarding customer need's based segmentation research as well as voice of customer (VOC) surveys. She closes with the findings and results of turning both into marketing action.
About Roberta O’Keith, Lean Six Sigma Master Black Belt, GE Power & Water - Air Filtration
Roberta has been with General Electric for over 12 years and throughout her tenure she has led and executed many customer segmentation and VOC projects including competitive and market assessments for various NPI programs. She has also built VOC touch point strategies, developed the Customer Experience program and established loyalty KPI’s necessary to bring visibility to the effectiveness of the customer experience programs for both GE Capital and GE Power & Water.