Listening to customers is both an art and science…
What I’ve learned is that there are strong opinions on methodologies like NPS, CES, CSAT, and so on..
However, I’ve come to the conclusion that intent matters MORE than which tool you choose..
I’ve also learned that it’s easy to get wrapped up in vanity metrics (e.g. the NPS Score itself) over pursuing true improvement with **customers at the center.**
I had the opportunity to talk with Steve Bernstein on the Gain, Grow, Retain podcast a couple of weeks ago and learned a TON from a guy who’s been perfecting the art and science of customer listening for decades.
Check out some of what I learned below and listen to the podcast (it’s quick 15 minute episode packed with valuable tips for #SaaS teams).
#customersuccess teams, how are you incorporating customer feedback into your daily rhythm?
View Original Discussion and LinkedIn
