Stacey MetcalfeManager, Voice of Customer Strategy & Planning
Stacey Metcalfe is a customer experience professional with over 16 years in the automotive industry. She has served as Manager, Voice of Customer Strategy and Planning since 2012, responsible for overseeing a national multi-brand customer experience program that has helped elevate Toyota to be an industry leader in customer satisfaction in Canada. Stacey is a driving force behind employee engagement at Toyota through national Customer First initiatives, and has grown an online focus group program that is vital to assisting the organization in making business decisions on a global scale. Prior to her current role, Stacey spent several years as Lead of Customer Experience Management, where she was the creative figure behind developing an innovative online owners club and its award-winning launch program. In the first eight years of her career with Toyota she acted in various I.T. project management and consulting roles, including work with Toyota and Lexus dealers in central and eastern Canada as an Advisor on dealership technology. The combination of her career and formal education in Electronics Engineering, has provided the opportunity to be involved with Skills Ontario – Young Woman’s Initiatives, where she has been an active mentor and speaker for several years – inspiring female high school students to consider careers in the trades, technology and engineering.
Your customers do not always stick to the planned customer journey mapping and you must be ready to face this reality. See how Toyota Canada, with its 250,000-member online panel, fills the gaps in marketing research by properly leveraging customer feedback (VoC) to improve products, processes, and even the customer experience.
- Understand your customers and their interactions, physical or digital, with the
- Provide managers and employees with a clear view of your clients' profiles
- Move from thinking based on internal ideas to ideas from outside
- Create the best online community to fuel your business decisions