How did an organization with a complex business arrangement that spans 4 continents, 18 countries and 110 business areas capture the voices of their key business partners? This is the story of HSBC’s Net Promoter journey shared by Dr. Halina Miglus, Head of Customer Experience for HSBC Global Resourcing.
Continue reading "The Voice You Can’t Ignore: Using NPS to Deepen the Conversation with Key Business Partners - Lenna Mariana" »
Virgin Media launched their Net Promoter Program in 2007. Sean Risebrow, Director of Customer Experience at Virgin Media, is at the helm of the program, and he was at the conference to share their experiences and how they operationalised NPS the Virgin way. To date, they have collected 250,000 responses and are still actively collecting and taking actions driven by their customers’ insights.
Continue reading "The Promises You Keep: Making NPS Operational at Every Touch Point- Lenna Mariana" »
