#54: Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie

In order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophies around customer listening, my guest has a theory that he's built a business on. What are some potential consequences for businesses if they fail to address current customer issues effectively? Matt Selbie believes that the gap business leaders are missing, that's costing them customer defection, is responding real time and closing the feedback gap immediately. He identifies the downturn in customer experience levels across industries and has a solution that can help and help now...and all customers need is their mobile phone. In this episode: - Hostile business environment and its impact on CX - Importance of quick feedback in CX strategy - High defection rates due to failure to address current issues - Customers ability to provide real time feedback at any point in their journey - Opiniator technology for real-time feedback using mobile phones Meet Matt Matt Selbie is the President and Founder of Oberon3 Here's a summary of his background: 20 years of international experience in the energy, retail, and software businesses. Successful strategic marketer with proven ability to grow revenues and brand equity. Managed internationally and domestically (US and Europe), services and product marketing, B2C and B2B, start up and mature businesses. Strong functional competencies, including market segmentation, brand positioning, customer feedback, consumer insights, product innovation, advertising development, media planning, financial analysis, P+L management, promotion effectiveness, go-to-market execution, and customer marketing. Managed a startup from inception, secured funding and brought to market. Was Managing Director for ConocoPhillips in Malaysia, developing our JV relationship and managing all Government affairs. Extensive operational experience in Europe, Latin America, Asia Pacific, and USA, together with staff experience directing strategic brand development at a global level. Website: https://opiniator.com/about-us-opiniator/ LinkedIn: https://www.linkedin.com/in/matthewselbie/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter