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Beyond Dashboards

You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the...
Beyond Dashboards

Beyond Dashboards

You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the...
Net Promoter Score

Net Promoter Score

Background to NPS: Fundamental to any Customer Experience Management (CEM) program, is the measurement of that experience and the appropriate use of the correct metrics Let us examine a few components of this including: Metrics being used Interpretation of those...