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The Net Promoter Score (NPS) aligns with USAA's customer-centric initiatives by serving as a key performance indicator (KPI) for customer satisfaction. USAA uses NPS to demonstrate its commitment to customer success. The company has also developed a tool called the 'Innovation Community for Enterprise' which acts as an idea-hub for all employees. This tool helps to avoid data silos and gain insights from various departments, thereby promoting a customer-centric approach.
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The Fortune 500 company, United Services Automobile Association (USAA), utilizes the Net Promoter Score to prove the company committed to customer success. USAA came up with a tool, called the "Innovation Community for Enterprise," which works as an idea-hub for all the USAA employees. This interactive tool allows the company to avoid data silos (groups of raw data that are accessible by one department but isolated from the rest of the organization, per HubSpot) and gain perspective from various departments that typically don't participate in the process.
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The Net Promoter Score (NPS) is the defacto KPI for any product that is customer-centric. Your NPS can make your Kano Diagram more accurate. Save hour...
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