When Gerda Swinkels-Legierse took up her position at Dutch company Grodan in 2018, the company only measured customer complaints and did an NPS survey on an annual basis. Grodan,…
Today, brands are focused on establishing a relationship with customers and look beyond the activity-based process of winning the customers’ hearts. This new outlook has also evolved the customer experience metrics that matter most than ever and will continue to drive the organizations’ customer-engagement operations.
In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.