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 broken.
Whether the customer is a promoter or detractor or any method mechanism you want, it's probably determined by a relatively small list of things that happen.
Surveys are very poor at generating core data but extremely useful in teaching machines to think like a customer.
Customer relative choice, how they evaluate decisions, is extremely stable and benefits from large numbers across a large survey base,
Augment human decision-making with data and you'll get better decisions.
The most profound impact of predictive CX in the next five years is going to be on the way in which frontline people do their jobs.
Transcript
Mark Levy
Richard, welcome.
Richard Owen
Thanks very much. Every time I hear about 15 years or more. It makes me feel very definitely old. I prefer to be described as the grandfather of NPS or the Godfather, it seems even worse.
Mark Levy
Okay, I won't go there. But I would like to know, what was it like working with Fred and how did you get engaged in that whole process?
