General Manager – CX and Engagement
Whilst NPS provides an extremely useful tool to understand the voice of the customer, it can also be beneficial as a means of sparking innovation. At Ned’s they use the measures of CX to make decisions on product and service and also identify areas of growth through gap analysis.
- Plugging into agile methodology and creating a fail fast mentality
- Translating feedback into user stories to help in addressing them
- Utilising data to understand retention and growth opportunities