In this first episode of the CX Energy Boost podcast, Zanna van der Aa explains why many organisations struggle to find the right compass for their CX programs. Meaning: what's the best way to discover exactly which buttons to push to have the biggest impact and fastest increase in CX (for example satisfaction or Net Promotor Score increase).
She explains:
This approach has been proven many times with different organisations, sector and even countries. Every time we have been able to show a significant increase (i.e from a 6.2 to a 7.1 or a 7.9 to an 8.8) within 3 months time.
Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.
Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.