In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.
You’ll learn:
- When and how to send surveys for maximum response and impact
- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types
- How to collaborate cross-functionally to drive change
- A practical, step-by-step guide to launching or improving your own survey strategy
Whether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.
Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeuf
Connect with Us:
Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
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Tik-Tok @customer.success6
Explore Our Podcast Website - https://cstalkspodcast.com/