Customer experience drives future loyalty. But understanding what your current customers feel is hard. And market research surveys like NPS (Net Promoter Score) don't give you sufficient information on what's working and what's not. So TruRating's Brian Dennis, a leading CX voice, joins Oliver Banks to explore how you can improve how you listen to what your customers actually think about your experience and operation.

Listen to this episode of the Retail Transformation Show podcast to hear:

• What retailers should be doing to boost their experience.
• How to determine if your operating model is being delivered in reality.
• Why you need to understand if customers are satisfied or highly satisfied.

Show notes are at www.obandco.uk/205.