Building a CX program at scale is no small task. Technology choices, stakeholder groups, demographic and segmentation, journey mapping... the list goes on and on. But does it all even work, is the experience actually getting better?
Asking "how willing are you to recommend us" and "overall, are you satisfied" are important pillars of traditional CX. Applying the principles of Social CX to your model will take the conversation to a place only customers can, and through that process, identify to you the opportunities and challenges to their experience you should be working to improve.