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    Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

    Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

    FromCustomer Confidential: Untold Stories of Earned Growth

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    Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    42 minutes
    Released:
    Nov 21, 2019
    Format:
    Podcast episode

    Description

    Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .
    Released:
    Nov 21, 2019
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.