CX Goalkeeper with Ana Maria Zumsteg is about NPS and building long-lasting relationships with customers

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

With more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings.

Ana Maria implemented the NPS framework at Zurich Insurance as the enabler to build a long-lasting relationship with customers and employees. From the beginning, the clear goal was not to measure a KPI but impacting people and their life. The core of her work focuses on "building relationships with customers" and not on creating a measurement framework. CX is really about understanding the customers.

The KPI is only the cherry on top of the cake. There are three relevant drivers, which need to be properly understood:

· The brand’s perception,

· The value proposition (e.g., price) and

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Keywords
nps