The Experience Strategy Podcast: The New Era of Experience Management

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A huge thank you to Dave Norton & Aransas Savas, hosts of the Experience Strategy Podcast, for inviting TruCEO Georgina Nelson on to discuss the problem with biased and irrelevant customer research. The conversation covers all the bases: unnecessary gamification, survey fatigue, guilt-trip strategies and on to why the fabled Net Promoter Score (NPS) might be past its prime.

Highlights of the chat include:

  • [02:55] Introducing Georgina and TruRating.
  • [04:02] Examining survey fatigue and the underrepresentation of customer experience.
  • [07:54] The thesis behind TruRating.
  • [11:25] Ensuring actionable feedback by focusing on the “what” instead of the “who”.
  • [17:27] What TruRating’s customers are saying and how they’re getting closer to their customers.
  • [25:04] The problem with NPS.
  • [30:17] The big lessons Georgina is taking from her work and what she’s seeing emerge.
  • [33:29] How TruRating is an excellent example of the movement happening amongst consumers towards a focus on context.

You can listen to the pod directly below or check it out on Spotify or Apple Podcasts now!

Key takeaways?

  • Businesses usually hear from less than 1% of their customers, and the majority of that feedback is from days or weeks after the event. TruRating is a way to give consumers a voice back to businesses in a far easier, quicker, and anonymous manner.
  • TruRating ensures actionable feedback by emphasizing the what and not the who with a super quick and simple point-of-sale rating system.
  • Why it’s important to focus on context and driving social proof and organic SEO.
  • NPS alone is no longer the business-driving decision-maker that we once thought it was. Specific situational data gives us a much better read on customers in general.

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