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
To Benchmark or Not To Benchmark | EPS #6
Join the Champions League of Customer Experience Transformation!
Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
Recognize this mechanism?
"When we score higher than the benchmark, we say: yes! we are done! When we score lower than the benchmark we start questioning the research..."
In this episode Zanna and Miranda discuss the content of benchmarking.
💡 Does it make sense at all?
💡 If yes, when does it make sense?
💡 How can I best benchmark NPS or satisfaction?
They also discuss some crucial tips and tricks to watch out for if you want to benchmark your NPS or SAT score.
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.