Welcome to the DCX podcast where I interview leaders in the customer experience base about how digital is changing the landscape, and how you can leverage these changes for success in your business.
Today I'll be talking with Richard Owen, the founder of OCX Cognition, a predictive CX analytics software company. Richard was part of the original team that developed the NPS methodology with Fred Reichheld and brings this and more than 15 years of CX expertise to today's conversation. He's also the co-author of ‘Answering the Ultimate Question’ which quickly has become the how-to guide for NPS practitioners.
Here are 7 key takeaways from the conversation:
NPS was really just a mechanism for putting customers in three buckets. There's a great elegance to this idea of dividing customers into three groups that behave with different economic patterns.
We should separate the idea of NPS as a metric from its association with its collection mechanism. The NPS metric is great. The mechanism is broke…
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