A guide to measuring customer experience – after NPS
With guest speaker James Dodkins CCO, BP Group
If Net Promoter Score answers what has happened, we answer “why”.
The rise of the “activist customer” means customer journey to purchase, retention and loyalty has been dramatically been disrupted.
During this webinar we’ll set out:
– the need to not only rethink your brand’s approach to NPS
– ways to fill in the gaps on understanding and actioning ways to improve brand performance
– how we provide a deeper layer of analysis of the emotional state and motivation of customers.
This webinar is done and dusted but you can catch up here!