The customer’s voice : talking about it is good, listening to it and taking it into account is better.
Context and challenges
Find out how to move from abstract concepts to systematic reflexes and measurement, in order to manage this existential externality like any other operational reality.
The Axsant approach
Internal customers vs. external customers. Positive feedback vs. negative feedback. Formal vs. informal channels.
With Axsant, define your measure of ‘quality perceived by customers’, set up your NPS Net Promoter Score indicator and adjust your immediate actions, planned actions and projects.
