🧠 Beyond NPS: Why Modern Brands Must Build Customer Relationships in Real Time
For years now, brands have rightfully relied on metrics like Net Promoter Score (NPS), CSAT, and thumbs-up/down ratings to measure customer satisfaction. This was exceptionally helpful to get feedback from busy consumers even if it didn't always capture nuance. But AI enables brands to move well past just capturing feedback/NPS into having real conversations with their customers and moving them forward in real-time.
❌ The Problem with Traditional Feedback Tools
While useful in their time, tools like NPS and CSAT are less useful in the age of AI because they are:
One-dimensional – They reduce rich, emotional experiences to a number. Survey fatigue drives low-fill, scant feedback that's often skewed negative
Reactive – You only learn about issues after they’ve happened. This isn't good enough. Especially when the customer has already moved on, potentially hurting your brand in review websites along the way
Disconnected – Surveys are one-way. They don't respond to customers, they ask pre-programmed questions that don't delve into any nuances based on what the customer is saying (making more work for teams to follow-up and annoy the customer further), and the whole thing feels transactional and impersonal
Most importantly, they don’t reflect the reality of modern customer behavior—or expectations.
🌀 What Customers Actually Want
Today’s consumers want:
Frictionless, two-way conversations with brands.
Immediate resolution when something goes wrong.
Personal recognition when something goes right.
Communication that feels real, not robotic.
Surveys don’t create relationships. Conversations do. And AI enables every brand to get there.
💡 What we do @ BeHeard: Turning Feedback Into Real-Time Action
At BeHeard, we believe feedback shouldn’t be an afterthought—it should be the starting point of a relationship. Our AI platform moves away from "feedback" into continuous SMS-based conversations that build trust which in turn drives loyalty, LTV, and revenue.
✅ A frustrated customer texts in → BeHeard looks them up in your CRM → Resolves the issue instantly (even issuing a refund or credit if needed)
✅ A happy customer leaves praise → BeHeard responds with gratitude and a personalized invite to engage deeper including learning more about the business or driving advocacy
✅ A first-time buyer has a question → BeHeard answers like a helpful brand ambassador, not a help desk
All over SMS—an intimate, high-read, two-way channel customers already love, 100% of your customers already have, and don't have to download one more app to connect with your brand.
🤖 Under the Hood: An AI-Facing CRM, a Customer-Facing Brand Ambassador
BeHeard bridges your internal systems, knowledge, processes, with your external experience:
On one side, it connects deeply with your CRM/POS, policies, customer history, and more.
On the other, it acts as a warm, intelligent brand ambassador in every interaction—responding with empathy, speed, and context.
This isn’t just listening. This is listening + doing. In real time. At scale.
🔊 It’s Time to BeHeard
We believe CMOs who really want to put the customer at the center of their brand will know it's time to rethink how your brand listens. Not with dashboards. Not with delayed surveys. Not with surveys that end with a 'thank you'. But with real-time conversations that turn feedback into loyalty, recovery into retention, and insight into action that helps them win.
We believe it's time to stop measuring relationships as a score and start building them just like we do in the real world as humans -- via rich, thoughtful conversations.
