Jaap Wilms, a CX expert based in Netherlands, shares his perspective on how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score*, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores.
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*Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
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