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87Episodes
Category: Business

Neal Topf and Paul Catherall discuss all things CX related in an informal setting. A fireside chat without the fires

Season 2 : Episode 8 - “It’s Like This…Stop NPS, Stop KPIs” with Nicholas Zeisler

March 19, 2021
"Aliens, Golf and Seinfeld on a CX podcast.....YES!!! On today's podcast, the simply amazing Nicholas Zeisler joins Neal and Paul to discuss, well, honestly, all matters related to VOC and how it's being used incorrectly right now.
 
Nicholas, with great enthusiasm and passion, shares why companies shouldn't be using score data, rather, should be using something called "amplification data", and why asking the customers "What do we suck at?" is far more powerful than an NPS score. 
 
If you are ready to enter the new world of CX, then this podcast is most definitely for you!