Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .
Podden och tillhörande omslagsbild på den här sidan tillhör Rob Markey, Bain & Company partner and customer experience expert. Innehållet i podden är skapat av Rob Markey, Bain & Company partner and customer experience expert och inte av, eller tillsammans med, Poddtoppen.
