David is the Global CX Practice Head at Reputation. Dave is a customer experience veteran with more than 30 years of expertise in leading strategy and operations for some of the most recognizable enterprise technology and global automotive OEM brands in the world. Previously, as Executive Director, GM North America Customer Experience at General Motors, he was responsible for leading the execution of global customer experience strategies and processes. Prior to that, he was the Senior Director, Chief Customer Manager for Nissan. He also formed and chaired the organization’s CX Program Management Office, which provided governance for customer-related activities across Nissan.
It shows customers that you are listening to them, and want to use your interactions with them to optimize their experience. When facing loyalty challenges, brands should also evaluate the tools and technologies available to them and consider investing in a customer feedback management platform.28 November 2022