To use satisfaction data strategically, you need to understand how to link it to internal performance and customer behaviour. Those links often turn out to be non-linear, and understanding that can be crucial to seeing the value of investing in the customer experience.

Greg and Stephen discuss how to think strategically about customer satisfaction, the value of delight, and whether detractors may be easier to turn into promoters than passives are.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep31+-+AdvancedAnalysis.mp3