Mash-up Wanted: Social Posts Meet Net Promoter Feedback
While survey questions still serve an important role, customers no longer share feedback to companies about their experiences exclusively via survey responses. The ease and immediacy of social media has changed the way they communicate their sentiment in the moment.
In this Bain Brief, Laura Beaudin (Partner, Bain & Company) and I explore the powerful possibilities of combining Social Feedback with an NPS System.
https://www.bain.com/publications/articles/social-posts-meet-net-promoter-feedback.aspx
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3 年Joshua, thanks for sharing! Great post.
Digital & Customer Experience/Success Executive
7 年Agree and have also been recommending. Why survey when you can directly measure promoters; maybe brands are a little afraid?