CX Goalkeeper & Maurice FitzGerald 2st Half - S1E37 is about NPS strengths, weaknesses & its future

The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half) Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn:- How to leverage scorecards properly- How to cope with the missing link between customer feedback and corporate strategy- How to structure the reporting line for CX managers- The impact of technology on surveys… and much more Please don’t forget this is the second half of this outstanding friendly match with Maurice.His book suggestions:Ottolenghi Simple A Cookbook; OttolenghiThe ultimate questions; Fred ReichheldAnswering the Ultimate Question: How Net Promoter Can Transform Your Business; R. Owen, L. Brooks How to contact Maurice:- https://www.linkedin.com/in/mauricetfitzgerald/- http://customerstrategy.net/ Maurice’s golden nugget:Doing CX research without already knowing that you will get the resources, the people, and the money that you need to implement related improvements is a waste of time. It’s damaging! It gives the impression to customers that you don’t care about their opinion.Thank you, Maurice! #customerexperience #leadership #NPS #cxgoalkeeper #cxstartegy

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose