NPS creator offers tips on customer centricity
Creator of the Net Promoter System (NPS), Fred Reichheld, discusses how to build a customer-centric cultre
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Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change.
Fred Reichheld, the creator of the Net Promoter System (NPS), joins CX Network to discuss the task of building a customer-centric culture, something that has been voted as one of the toughest CX challenges by our CX Network members over the last five years.
Reichheld offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.
Topics:
Customer Experience
Customer Loyalty
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