As the person responsible for customer experience, you often receive a KPI objective, usually based on metrics such as NPS, CES or CSAT. But how do you approach that in practice? How do you get management and the entire organization to think and act in a customer-oriented way? How do you get a grip on all data, customer and employee processes? And how can you actually increase the customer experience and motivate your employees? In this e-book you can read how to listen to your customers, improve the customer experience and motivate employees.
For professionals who are responsible for customer experience and who want to gain (even) more insight into improving the customer experience.