Ah…January…the month of goals & aspirations
Who would purposely choose a goal that ensures the wrong outcome?...🤔
Well…if you hear (or…<gasp!>…say) this next sentence, it’s time to get your “fight or flight” on…
“We will raise our NPS (or CSAT, or CEF, or RYS, or TMI, or TLDR) score by X%”
😲
no. No. NO!
Don’t DO this!
😡
Ok ok. That’s actually not 💯 horrible…IF…and only IF…it’s intended to be a way to measure some other goal…some other initiative.
Raising a score simply to raise a score is worthless. (Well…maybe not to your annual bonus but that’s a completely different topic!)
Using a score to evaluate your progress on how well you are…
LISTENING to your customers…
AND then ACTING on what you learn…
Now THAT…has some value
Create a Total VOC approach. That’s where the value lives. Find out how at www.totalvoc.com
Stop Survey & Score. Start Listen & Act.
#cx #voc #customerexperience #2022Goals