WRAP Spotlight on Carlos Marchi
By Georgi Bohrod, RRP
WRAP Partner & Principal at GBG & Associates
What is WRAP?
Last summer, CustomerCount launched WRAP (Worldwide Research Analytics Program), a detailed qualitative analysis program combining touch-point sentiment and accuracy with industry expertise and insights.
CustomerCount’s WRAP is tailored to address client’s strategic and tactical priorities, particularly those derived from feedback and surveys.
The new subscription-based service takes customer feedback to a new level, offering the expertise necessary to formulate conclusions and offer operationally based recommendations oriented to improve service efficiencies and drive profitability.
By offering optional reporting enhancements that reveal deep insights into customer attitudes and sentiments, while identifying areas for process and service improvement, WRAP is intended to look beyond the numbers generated by CustomerCount’s customer experience surveys.
The latest iteration of the WRAP program is the addition of a strong coalition of Mobius Vendor Partner (MVP) Associates, each of whom brings valuable professional expertise to create comprehensive resources to support each other and their clients.
Although not formally aligned, the allied professionals are colleagues who joined together to promote CustomerCount online surveys and provide solutions to issues which may surface in the information gathered 24/7/365 by the powerful feedback enterprise system.
I’m proud to be a part of this group along with Howard Bendell RRP (Qualitative Analysis)
Emily Collins, EVC Marketing (Digital Marketing), John Locher RRP, Locher & Associates (Membership/Ownership Engagement/Business Development) and Carlos Marchi SMEI, CME, CECP, EVP Mexico and Latin America, CustomerCount (Contact Center Compliance).
Who is Carlos Marchi?
As CustomerCount is a proud sponsor of AMDETUR (held in Mazatlán, Sinaloa, Mexico May 21-23 2019), I thought it might be good to share some background on CustomerCount’s EVP of Mexico and Latin America—Carlos Marchi.
A resident of Puerto Rico, Carlos Marchi was once a client of CustomerCount. He has decades of experience with call centers, customer engagement and marketing. Moreover, he has an in-depth knowledge and appreciation of the value of the CustomerCount online survey system’s multi-language feedback system.
Since Carlos came on board in 2017, he’s been spreading the word to the hospitality industry in the Caribbean, Mexico and South America of the CustomerCount feedback system. Because of its flexibility, Carlos has also been able to introduce the important customer engagement tool to other industries outside of hospitality.
If you are in business south of the border, Carlos Marchi can help you zero in on the voice of your customers.
AMDETUR is using CustomerCount’s survey platform to poll its members and attendees during the conference for the Mexican Association of Tourism Developers. The results will call attention to what worked, what was popular, what was learned and on the other side, items that need to be improved upon.
For further information about CustomerCount and to arrange a demonstration in Spanish, visit the website. Alternatively, contact Carlos Marchi directly on: +1 787-602-0998.
A Spanish version of this article can be viewed and downloaded here:WRAP Spotlight on Carlos Marchi