How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Chief Customer Officer Margie Dillon – CB2
Customer Bliss
APRIL 26, 2016
For more on different pathways to CCO, read Paul Hagen’s 2011 Harvard Business Review article on that topic or my February 2016 post on how to become a CCO. 19:53: One of the initial metrics the customer room provides is NPS, or net promoter score. 15:54: The horror that is … IVR Trees.
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