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The Truth about NPS and Getting Customer Experience Right
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What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.
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What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.