Past live session
Your NPS Is Measuring the Wrong Thing
A free 30-minute session for Saudi retail and automotive with Michel Stevens and Waleed Al-Hamdan: what real Voice of Customer listens for, beyond the score.
This live session has taken place.
A customer can give you a 9 out of 10 and never come back. Real Voice of Customer does four things: know the customer, hear what they don't say, act on it and close the loop.
The session also showed how to find the signal that already sits in data you collect but don't use.