Mark Heisten (Vantiv) and Brian O’Connor (MaritzCX) discuss the critical importance of facing your customer’s opinions of…YOU.
Over the past 50 years, there have been several metrics that companies have used to measure their customer’s satisfaction.
In the last 20 years, perhaps the most widely-known metric is the Net Promoter Score (NPS), which has been the metric used among many Fortune 1000 companies.
Measuring your company’s experience can be a leading indicator of new opportunities, as well as pain points to address to retain your customers.
With the proliferation of online survey solutions, all businesses large or small have the tools necessary to execute their own customer experience programs easily and inexpensively.
- Improve product and service design
- Create raving fans
- Speedy response to customer needs