Data has the power to build or burn brands
A brand can be severely wounded by use or misuse of any of its assets and you could say data has the greatest power of all to inflict damage.
Volkswagen hires first Australian customer experience chief
Newly created role will oversee all customer touchpoints across the business
Former Target Australia customer experience chief, Jason Bradshaw, has taken up a new post as the first director of customer experience for Volkswagen Group Australia.
Bradshaw has been the head of customer experience at Target Australia for nearly two years. Prior to that, he spent a year working as a senior commercial manager at Fairfax Media, and was also formerly director of procurement transformation at NSW Department of Finance and Services.
General manager of communications for Volkswagen Group Australia, Karl Gehling, said the director of customer experience position was created in recognition of the importance of customer service to the business.
“This new role brings together responsibility for all customer touchpoints in the business encompassing call centre, roadside assistance, customer satisfaction and loyalty,” he said.
Bradshaw’s key priorities are to deliver improvements in customer experience across every touchpoint in the business. He officially commenced the role in October 2015 and reports directly to the managing director, Michael Bartsch.
The appointment comes as Volkswagen globally reels from an emissions scandal that originally broke in the US in September and has since caused shockwaves around the world. The scandal centres around software used within its engines that tells each car to go into ‘clean mode’ when it detects the car is being tested for emissions.
The Australian company has confirmed it will recall at least 91,000 cars in Australia affected by the diesel emissions scandal.
More on the rise of the chief customer officer:
- Chief customer officer: Threat to the CMO, or the ultimate modern marketer?
- Westpac Group appoints first chief customer officer
- CMOs, CIOs increasingly see chief customer officer as relationship saviour
- Why GoDaddy needs a CMO and a chief customer officer
- Virgin's customer chief: Customer experience comes down to your people
Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu
I am a new satisfied customer with the cryptodriven darkwebsolutions company, they helped me with a very efficient crypter for my company...
Yusef
The CX thinking behind Westfield A/NZ's new brand and digital identity
I enjoyed reading your article. It all starts from creating a persona of your ideal customer. Once you understand the needs then you can ...
Ardie Cash
4 skills needed for a marketer to sit on boards
A very prestigious list. Cant wait to see who ends up in this years list. Cheers!!
Diganto
CMO50 2018 is now open for submissions
Hi, where can I read about the results of the recent Salesforce Digital Advertising 2020 report? I would very much like to look at the an...
Milla Cross
Salesforce chief strategy officer: Why it’s a transformative time for customer service
I have had that scenario with the mail happen so many times! I never thought anything of it, maybe because I have become desensitized. I ...
Diana Da Silva
Data has the power to build or burn brands - Data-driven marketing - CMO Australia