Manager, Customer Retention & VOC Strategy
Main Conference Day Two: October 23, 2019
Wednesday, October 23rd, 2019
In 2018 Toyota replaced their traditional customer satisfaction survey program with a program
based on Customer Recommendation. This change was introduced to be more effective at
addressing customer concerns, building emotional connections and creating brand advocates.
Though it was initially met with some frustration, Stacey Metcalfe, Manager, Customer Retention &
VOC at Toyota will discuss how they successfully rolled out this change - directly affecting several
1000 employees at 287 dealerships.
• Properly preparing stakeholders through education and collaboration
• Supporting the workforce through change
• Welcoming feedback and making adjustments when necessary
• Demonstrating value and the positive impact of change