Let’s see what I can do in 140 words!
I like to think of each level of the pyramid as representing proportions of an employee base. At the lowest level are all employees who are aware of customer feedback. However, not all of them will understand what it means, and not all who understand will believe, and so on.
Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.
At the pinnacle of engagement, then, are employees who truly believe that being customer-focused makes a difference and take action – the right kind of action. These are true customer advocates, and, unfortunately, they are a subset of employees.
The good news is that the percentage of employees at each level does not have to mirror the triangular shape of the pyramid (it’s a marketing graphic for goodness sake). In reality, the most effective, customer-centric organizations probably have an isosceles trapezoid of engagement.