Mar 7, 2024
How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks?
Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys.
Stan details Bain’s NPSx framework—comparable to a restaurant star rating, he says—which offers an extensive customer-centricity analysis via 60+ dimensions and eight pillars. Stan shares how this methodology motivates companies to strive for top-tier customer satisfaction.
We also discuss the Customer Experience Roadmap and Accreditation (CXRA). Stan highlights CXRA's effectiveness in uncovering inefficiencies and enhancing customer-employee synergies.
In addition, we explore why businesses frequently restrict their customer experience initiatives to areas such as feedback management, and discuss the essential role of Customer Experience Officers in achieving genuine customer centricity. Finally, we examine the constantly changing landscape of CX benchmarks and expectations, emphasizing the importance of a flexible and adaptive approach.
Guest: Stan Swinton, Founder and General Manager of NPSx, Bain & Company
Host: Rob Markey, Partner, Bain & Company
Give Us Feedback:
Help us enhance your podcast experience by providing feedback here.
Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob
Time-stamped list of topics covered:
Time-stamped list of notable quotes:
Additional Resources:
Guest and Host Bio Links: