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Customer Persona Score
Manage episode 405953992 series 3531109
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In this episode of Beyond the Dashboard, we're joined by Gray Mabry, CEO of iVenture Solutions, to discuss their innovative approach to measuring customer satisfaction. Gray shares insights on their "Customer Persona Score," a metric that goes beyond traditional NPS and CSAT scores. Discover how iVenture Solutions:
- Analyzes communication data to assign personas to customers
- Tailors their service based on these personas to minimize attrition
- Leverages language models to process unstructured data and gain valuable insights
- Focuses on both low and high scores to identify areas for improvement and replication
Gray also emphasizes the importance of measuring response times for simple issues and the quality of engagement for more complex problems. Tune in to learn how you can apply these strategies to your MSP or ITSP and take your customer satisfaction metrics to the next level.
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