Plenty of organizations measure CX via an insights program, but most have no idea about the value these insights deliver. Adopting a revenue-accountability mindset is a game changer for insights teams looking to prove the value of insights and make a difference in their organization.
A lower than expected NPS is not a reason to be discouraged, in fact, it’s the perfect catalyst for reinvigorating your business and your journey towards a truly customer-centric approach.
Your customer insights team should combine qualitative and quantitative data to gain a holistic understanding of the ‘why’ behind customer feedback. Here are a few suggestions....
Let’s be real here - if customers hate their experience with your organization, ignoring those issues is not going to improve it. Here's how to use these negative reviews to your advantage.
Ask this question to members of your company: How much value does customer insight and experience bring to your business? If this question can't be answered, it's time to read on!
If you are truly focused on improving your organization's CX, it’s important to understand the two approaches to NPS, and how these impact your ability to respond to customers and improve your organization's CX.