Customer Strategy

Voice of the Customer – Balanced Scorecard Approach at the Grass-Roots Level (9 mins)video


This is Part 2 in a 3 part series on Voice of the Customer presented by OnStrategy as part of our Strategy Huddle webinars.

Knowing your Net Promoter Score is one thing. Knowing what drives your Net Promoter Score is another. Watch this video to learn how to develop questions to determine what drives your Net Promoter Score using the four perspectives of the Balanced Scorecard.

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