DIN is hosting a series of three webinars debunking some of the myths about how we lead and manage – from customer feedback to KPIs and performance. This second session in the series, “Beyond Feedback: What Really Matters to Your Customers,” explores the myth of customer feedback and whether surveys truly tell us what matters.

Introduction

Feedback surveys seem like the sensible way to gather customer insight. But do feedback surveys really help us understand what matters to the people we serve, or simply what they think about us? How can we get closer to what really matters to customers, and create fantastic (and efficient) experiences for customers as a result?

What you'll learn
Drawing on lessons from the 2023 Leadership Book of the Year, this presentation will cover:

• The epidemic of feedback surveys
• Why organisations struggle to see the world from new perspectives
• How to really understand what matters to your customers
• What a great, human experience really looks like
• And most importantly, the leadership behaviours needed to create a customer-led culture

About our Speaker: John Skills

John is Managing Partner at the customer-led growth consultancy, The Foundation, and author of Leadership Book of the Year, The Human Experience.25 years ago, John started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in leadership teams creating the strategy, innovation teams designing the proposition, and front-line teams delivering the experience.Having been Head of Customer Innovation at HSBC, John now works with companies across industries, advising organisations such as Sky, Morrisons, Three, BUPA, eBay and UNICEF. He gets to regularly visits strangers’ houses to ask very personal questions, in the name of understanding out what really matters to customers.His first book on the topic was published by Bloomsbury in 2023, and his writing has been featured in The Guardian, The Financial Times, and Management Today.

Delegate fees

Free for DIN members to attend as part of your subscription.