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When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 9) Stop seeing NPS as your sure-win. Relevance means each functional area readily recognizes VoC as useful to their specific role.
You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Does the vendor understand the statistics of key-driveranalysis and how to apply it to your data set? The post Surveying Your Customers for NPS or Feedback?
, then your customer feedback program ought to go well beyond just measuring Net Promoter Score (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer. Key-driveranalysis becomes critical here. R eveal the results. Close the loop by showing your customers that you heard them.
By highlighting who has participated (accounts and persona) and the key themes, ideally linked to financials to strengthen your case, you’ll gain alignment with those cross-functional parts of the business that need continuous improvement. When positioned this way we routinely see participation (response) rates at 60%+.
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