If you only talk to people who agree with you, how will you know there is a problem? How will you progress? Disagreeing that we should train Customer Experience is a great example. If we don’t hear criticism about how we do it now, how can we improve?
In this episode, we speak with Alex Mead, Chief Customer Service Experience Officer, about the current state of Customer Experience accreditation and what we should do about it. He says we are doing it all wrong. I disagree. Tune in to hear where we end up.
If you are one of the companies that is using Fred Reichheld’s Net Promoter Score®, then you are likely using it wrong. In Reichheld’s experience, most firms have not been using the experience management tool the way it was intended and therefore, are not reaping the benefits of what the Net...
Janet is frustrated. She is getting great comments on the customer surveys, but her metric for whether customers would recommend her to others remains below their goal. She’s in a pickle and has come to the Intuitive Customer Podcast team for help. In this episode, we explore what Janet can do at...