Robin Meijer
Customer Success Lead for Usabilla
https://usabilla.com
Digital revenue streams continue to grow year on year, so execs are scrutinising metrics like NPS & CSAT to measure digital performance. It’s unfair on PMs & it’s hurting the business, because single metrics don’t tell the whole story. They don’t represent the real voice of the customer, & don’t tell you why customers are acting the way they are. It means product investment decisions are often made on assumptions & guesswork. Time & money wasted, & customers no happier than before! It doesn’t have to be like that, IF you can ask your customers the right question, at the right time, & in the right way.
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