In this episode we speak with customer experience expert and Interim CFO at Macpherson’s, Michael O’Reilly. We go over various methods on how to improve your NPS, including how they use data to optimize their score. “Find the data that tells the truth, not the data that makes you feel good.” 7:22 We also go over technology and the benefits of using the right tools to increase your results and what Michael has experienced through tech.

Michael’s background 0:33
Understanding NPS 1:43
How they have used data to optimize their NPS score 7:18
How technology plays into the NPS score 9:03

“Don’t stop when you feel good about the data. Really dig into the data and understand what’s telling you the true story, and that’s how you then drive NPS in a sustainable way. It’s also how you get credibility in the organization.” 8:09

https://www.linkedin.com/in/michael-o-reilly-tu/