![]() ![]() Our efforts to engage our customers were not only annoying them in their frequency, but there was a perception that when we asked for their feedback, we weren't prepared to listen.” “Despite strong NPS scores and a customer-obsessed culture that meant our customers practically sold on our behalf, many of them felt we weren’t listening to them. There appeared to be an underlying discontent among customers as to how Xero was soliciting and acting on their feedback. While its Net Promoter Score (NPS) remained consistently strong and Xero’s products were consistently praised, the Customer & Insights team noticed a trend. Xero’s great customer advocacy due to its ability to make accounting beautiful. Led by beautiful design and constantly iterating features to add customer value, Xero inspired true customer love when it first launched, and has grown to a small business platform with more than 3.7 million subscribers today. At the recent X4 on Tour Sydney event, Amanda Bourke (General Manager, Customer & Insights - Xero) shared how Xero linked customer advocacy with commercial outcomes to successfully instigate Customer Experience transformation and help drive further growth. In 2006, a New Zealand tech start-up disrupted the global accounting industry with its cloud-based accounting software solution.
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