❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high focus on the NPS and a lack of openness to alternate thinking?"❔
If you are asking this question, you are already on the right track. Often when we talk about customer experience (CX), the first instinct is to measure. From surveys to feedback, many CX leaders are looking for that one magic metric. It just doesn't exist. We are dealing with complex humans, and reducing their experience to one metric misses out on huge opportunities to look at nuance and discover wonderful ways that we can really deliver for customers.
In this episode, Jeannie Walters talks about:
• Getting people on your team to buy into a cross-functional, holistic view of CX
• What NPS (Net Promoter Score) means, and how it can be used to change the conversation
• Creating a new formula for CX success and better business results
Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com
Learn more about CXI® Flight School -- cxiflightschool.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)