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Pirating the NPS ft Stine Marsal
Manage episode 314341276 series 3280842
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NPS (Net Promoter Score) is a widely used metric to measure the experience of customers. But does it work for your organisation given raw? With Stine Marsal, Denmark's leading CX expert who's greatly contributed to directing smoother experiences for the customers of the three biggest Danish brands, namely, Copenhagen Zoo, Tivoli Gardens, and Copenhagen Airport; we'll look into how the NPS can be tailored to provide you with a view that matters to future decision making as a company. Here's what we take up:
- Using NPS-ish approach as the driver of top management focus
- Co-creation of a CX culture with employee engagement as the driver
- Moving from strategy to CX culture while creating tangible change
- What frontline staff absolutely need from their organisation, in an age where all the easy customers go digital
Stine's LinkedIn profile: https://www.linkedin.com/in/stinemarsal
Experience the magic of service!
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