It makes much more sense to involve people from different roles in the process of customer satisfaction measurement and improvement, rather than leave the whole responsibility to a single point of contact from your organisation.
All companies that manage a successful NPS program follow a few simple, but important principles. These principles can be summarised with the acronym LEAD: Localise, Engage, Act, Develop. Find out what each of these stand for in the article below:
The context According to a survey with marketing professionals conducted by Gartner, by the end of 2019, 81% of companies expect customer experience (CX) to be the driving force in achieving market dominance. With the continuous digitalization of customer service in the insurance sector, measuring loyalty has become a number one priority for the leading […]