Search


	Podcast:		Forrester's CX Cast
	Episode:		149: How To Get Employees To Care About CX \| Guest: Jaap Wilms
	Category:		Business
	Duration:		00:16:56
	Publish Date:		2018-08-01 23:00:00
	Description:		Jaap Wilms, a CX expert based in Netherlands, shares his perspective on how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores. Links: The infographic The Right CX Metric Learn more about Jaap and his work Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
	Total Play:		0

Some more Podcasts by Forrester

400+ Episodes

What It Mean .. 1