For BT, improving their customer service was a marathon journey, not a sprint. Over the course of 3 years, a radically new customer-centric culture delivered a 40-point NPS (Net Promoter Score) improvement, moving from the bottom 10% to the top 10% in customer satisfaction.
By genuinely putting client feedback and the customers themselves at the heart of their business, the BT leadership team modelled the behaviour they wanted to see in their organisation – and in the process built a remarkable case study in customer experience transformation.
In this episode, we talk to Shay Walsh of BT Ireland and John O’Connor of Deep-Insight, a leading European B2B Customer Experience (CX) company founded in 2000, on the marathon BT took towards brilliant customer experience.
