Leadership Commitment in Customer ExperienceJun 20, 2021
I was attending a meeting last week, and the senior leader who was hosting the meeting started with a simple slide of the latest NPS score. He said this is where we stood on the customer feedback and mentioned teams would get in touch for more insights and actions required. He paused for few seconds and moved on with the actual agenda of the meeting.
The meeting was not to discuss customer feedback or any of the customer experience related outcomes. Generally, customer experience results are shared through reports, dashboards, internal websites, and meetings initiated by CX leaders.
But, leaders starting meetings by sharing customer feedback is one way of showing commitment to customer experience. Certainly, there is a positive impact of such moments on improving customer experience.
Do you have any such experience in the meetings you have attended?