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“Did You Understand What I Said?”

“Did You Understand What I Said?”

Update: 2023-10-24
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It's all about surpassing customer expectations.


Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives. 


What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer? 


The two take a deep dive into Net Promoter Score (NPS), the pitfalls everyone should avoid when leveraging NPS, and how to close the loop reactively and proactively. 

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“Did You Understand What I Said?”

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