NPS and customer metrics
What makes NPS - and other popular customer measurements - so controversial among CX professionals? In this series we debate the perceived benefits and limitations of NPS, CES, CSAT and more; including some do's and don'ts and best practices to ensure your business is more effective with customer metrics.
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28th Oct 2019
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Such is the fight for home delivery dominance that, in the US, Walmart recently announced an ‘InHome’ service . For those not content with...
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Customer experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the...
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Net Promoter Score is the most widely-adopted system for managing customer feedback and improvement, used around the world in many cultures...
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Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To...
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The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found...
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A reader of my previous article A customer success mindset can't save CX alone - but it's a start asked me how a customer experience (CX)...
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Too many customer experience programmes are focused on chasing metrics, rather than driving actions. How can you ensure that your CX team...
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We talk often of data and metrics in modern business, but I sometimes worry people don’t always really know what that means. Consider this...
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In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...
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I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite...
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Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class companies...