In an upcoming podcast episode, Kat Kennan, the visionary CEO of Radical Customer Experience™, unveiled an exciting and groundbreaking concept: the Brand Sensitivity Score. This innovative metric promises to revolutionize the way businesses understand and improve customer loyalty and satisfaction.
In her conversation on the podcast, Managing Marketing, Kat Kennan highlighted the shortcomings of the widely used Net Promoter Score (NPS) and shed light on why her Brainchild, the Brand Sensitivity Score, is a game-changer.”Net Promoter Score gives you a snapshot of how your customers feel at one moment in time,” Kat Kennan explained. “But in today’s fast-paced business landscape, is that enough to make informed decisions?”
With the NPS, customers are asked a single question: “Would you recommend us to a friend?” While this question has its merits, Kat Kennan believes it falls short of providing a comprehensive understanding of customer sentiment.” Imagine assessing a complex relationship with a single-word answer,” she continued. “It’s like trying to gauge the health of a forest by counting a few leaves. Ineffective and imprecise.”
This insight led Kat Kennan to develop the Brand Sensitivity Score. This metric dives deeper into customer feedback, providing businesses with a clearer and more actionable understanding of their customer base. Unlike the NPS, which relies on a single question, the Brand Sensitivity Score leverages multiple questions to provide a holistic view of customer satisfaction.
Kat Kennan emphasized the need for a scientific approach to customer assessment. “From a polling and assessment perspective, you need at least three questions to gather meaningful data,” she explained. “The fact that NPS is based on just one question is, frankly, absurd.”
The Brand Sensitivity Score consists of a carefully crafted set of questions designed to measure various aspects of the customer experience. It delves into factors like product quality, responsiveness of customer service, ease of use, and overall satisfaction. By collecting data on these dimensions, businesses can identify specific areas for improvement and tailor their strategies accordingly.
Its ability to provide actionable insights that drive customer-centric decision-making sets the Brand Sensitivity Score apart. Kat Kennan’s vision is to empower businesses to create radical customer experiences that go beyond mere satisfaction, fostering long-term loyalty and advocacy.
Radical Customer Experience™, under Kat Kennan’s leadership, is at the forefront of transforming the way businesses engage with their customers. With the Brand Sensitivity Score, they are poised to equip companies with the tools needed to thrive in a competitive marketplace.
In conclusion, Kat Kennan, CEO of Radical Customer Experience™, is revolutionizing the customer feedback landscape with the introduction of the Brand Sensitivity Score. This innovative metric promises to provide businesses with a deeper and more nuanced understanding of their customer’s needs and preferences, ultimately leading to enhanced customer satisfaction and loyalty. As the business world evolves, Kat Kennan’s commitment to data-driven decision-making sets her and Radical Customer Experience™ apart as pioneers in customer experience optimization.