At Gainsight's Pulse 2017 conference, I spoke about The Hard Art of Driving Customer Experience Transformation, and I shared a few skills I believe are crucial to being an exceptional Customer Success (or Experience) professional, in essence being a change agent, regardless of title. These skills will help you build your ability to influence, provide fuel to a needed cause, and rally individuals to drive change.
NPS is a powerful tool for transforming corporate cultures and customer advocacy, but only if you do it right. Here are 8 principles to drive change using this key CX metric.
Embedding customer values into the DNA of your company is the best way to ensure you deliver products and services that delight your customers. Here's what I learned from my time at salesforce.com about creating customer-centricity at every level of an organization.