This blog post was written by Maurice FitzGerald, who recently retired as VP of Customer Experience for Software at Hewlett Packard Enterprise. His career with HP, Compaq, Digital Equipment Corporation and Wrangler Jeans concentrated on customer-centric business strategy and process improvement. He is currently documenting his experience in three books that are expected to appear in early 2017. You can find more information about Maurice's books here.
We talk a lot about asking customers what to improve, and improving it. In my previous post for Etuma, I covered the same approach for employees. Now I want to introduce a new concept: ask employees how to improve customer experience. Let’s call it Customer-Employee NPS, or ceNPS. (If I could think of an appropriate word beginning with an ‘a’, I could call it ‘aceNPS’, which would be cool.)