Discovering CX Transformation
Based on her PhD in CX and her 25+ years of experience driving CX transformation programs globally, dr. Zanna van der Aa explains the core concepts of Customer Experience transformation, navigating you through the sense and nonsense, sharing do's and don'ts, lessons learnt and successful, inspiring interventions.
She combines her scientific background with a very no-nonsense, pragmatic, energizing approach that you can apply immediately in your day-to-day work. Always connecting it to her vision of creating more Human Centric organisations by focusing on the three pillars of successful CX transformation: customers, employees and purpose.
Discovering CX Transformation
Sense and Non-Sense of the Net Promotor Score (NPS) and Customer Effort Score (CES) | EPS #5
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In this episode, Zanna explains the sense and non-sense of the NPS (Net Promotor Score) and the CES (Customer Effort Score).
💡 Does your organization measure NPS but are the scores volatile?
💡 Do you want to improve the NPS or CES but you have no idea where to start?
💡 Or do the improvements you implement have no effect on the overall score?
Join Zanna & Miranda in this podcast on a trip down memory lane. Learn all about what NPS (Net Promotor Score) and CES (Customer Effort Score) were originally intended for, what are the pitfalls and how best to use these metrics to measure and improve your customer journeys and experience.
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 Sept 30th, 2022.
Accelerate in Experience Academy
Ready to create more business impact with Customer & Employee Experience? Join the 6-week Accelerate in Experience Academy by Dr. Zanna van der Aa. The proven method for CX transformation that delivers measurable results in just 3 months.
🌍 Trusted in 20+ countries by 11+ global brands such as Randstad, Allianz, Zain and Egon Zehnder. Now available online.
👉 Start your journey: https://academy.zannavanderaa.com/en
More info?
Newsletter -> https://zannavanderaa.com/cxleague/
LinkedIn -> https://www.linkedin.com/in/zannavdun/
YouTube -> https://www.youtube.com/@dr.zannavanderaa
Website -> https://zannavanderaa.com/
Dutch version podcast -> https://beleving.buzzsprout.com