In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I admit, I was skeptical. But Raj explains why that often provides longer, more detailed and often richly emotional feedback. More important, he says, when transmitted directly to frontline employees and leaders, that emotion often generates the sort of empathy that inspires and motivates thoughtful action.
Podden och tillhörande omslagsbild på den här sidan tillhör Rob Markey, Bain & Company partner and customer experience expert. Innehållet i podden är skapat av Rob Markey, Bain & Company partner and customer experience expert och inte av, eller tillsammans med, Poddtoppen.
