Often the person who is responsible for customer experience has a KPI objective, usually based on metrics such as NPS, CES or CSAT. But how do you tackle 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? In this e-book you can read how you actually listen to your customers, increase the customer experience and motivate employees within your organization.
For every professional who is responsible for customer experience and wants to gain (even) more insight into the possibilities of how to improve customer experience.