/ http://www.slideshare.net/images/logo.gif / ºÝºÝߣShare feed for ºÝºÝߣshows by User: SteveFlanagan1 https://cdn.slidesharecdn.com/profile-photo-SteveFlanagan1-48x48.jpg?cb=1484316395 • Specialise in Voice of the Customer (VOC) programmes derived from customer touch point surveys (quantitative & qualitative) exploiting Overall Satisfaction, NPS, & Customer Effort Scores to protect and boost revenue & reduce operating cost • Innovator in customer experience measurement methods & improvement concepts through research, peer benchmarking & proof of concept pilots • PRINCE 2 Practitioner with strong stakeholder management skills adaptive to hierarchy levels & internal/external communication management strategies