Nowadays many companies invest in customer experience and satisfaction. That's wonderful! However, what they often forget is that the improvement of customer experience starts with happy and motivated employees.
You might think: if everything around us is increasingly becoming digital, doesn’t that mean that human interaction is losing importance?
Well, on the contrary. Human interaction is now more important than ever. With online shops being available 24/7, people expect the same service at physical companies. One bad service or experience can make your customers publish a complaint on social media, publicly for everyone there to see.
A few days back I followed a discussion in a LinkedIn group for NPS professionals about asking two or more questions in NPS surveys. From our perspective we have many cases on why you shouldn’t or even should ask more questions, so I wanted to share these learnings and insights with the group and with anyone struggling with this.