It’s been a busy six months. You’ve rolled out a best practice transactional customer feedback process using Net Promoter Score® as your KPI of choice.
The whole thing is going great with customer feedback comments flooding in. You’re driving tactical service recovery processes and starting to look at strategic customer experience changes.
Then it hits you, even though you’re identifying customer advocates like never before, you’re doing nothing to directly drive new sales with that information! [Read more…]