CX GRAND CRU
SURPRISING CX FLAVOURS BY ADDING OFF-BEAT IDEAS DURING BREWING
LISTEN
My Forrester Podcasts
SUCH A COOL AND FUN CONVERSATION
One of the best (if not the best) podcasts around is the one by Forrester. With a wide variety of topics, interesting takes and bucket loads of expertise, it’s insightful to listen to at any given moment. And now, I was invited to join the show. It was great…
Hosted by Sam Stern and Maxie Schmidt-Subramanian we talk on the first podcast (episode 149) how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores.
In the second podcast (episode 150) this time we’re talking about learnings how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues to make it relevant for each country. We also talk about how to select the right people to manage NPS program, people with a passion for telling the story of the data, rather than someone with data expertise who can’t tell an engaging story.