Episode notes
Ana Maria Zumsteg - S1 E6 - second half
....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 as an enabler to build a long-lasting relationship with customers and employees. The clear goal was not to measure a KPI but impacting people and their life.
During the second half of this smart discussion Ana Maria explains the silver lining among Relationship NPS (R-NPS), Transactional NPS (T-NPS) and Employee NPS (E-NPS)
The T-NPS is related to servicing while the R-NPS focus on the entire relationship with the company.
Ana Maria uses the example of Lamborghini or Ferrari. Most ow ...
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