Improving your Organization Using Real Time Customers’ Feedback – A case study to create happiness and increase loyalty
Positive customer experience (CX) is crucial to the success of any organization. In this session, we will talk about the three most popular tools (CSAT, CES, NPS) that is used to measure the customer experience and how we use these measures to improve customer experience. We will also talk about how real time customer feedback helps create a customer-centric culture and continuous improvement system in the organization. We will demonstration how we use technology to collect customers feedback to provide management with real-time information and close the loop with all employees in the service chain inside the organization.