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Stephen Hewett
Stephen Hewett
Member Since: 16th Oct 2018
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As a Fellow of the Institute of Consulting & a Certified Customer Experience Professional (CCXP) Stephen's extensive work with commercial clients and with Central and Local Government has given him experience in a wide variety of industry sectors. Stephen has written 3 books about customers and employee engagement and is a regular speaker. He formed iCustomer early in 2016, having worked for Charteris for 12 years. Before that, he worked at John Lewis, where he was Development Manager, Research & Expansion where he was responsible for the development of John Lewis first e-commerce websites & its new insight department. Before his work in retail, Stephen enjoyed a career in aviation, where he held both management and flying roles. As well as his passion for business and the customer he is a keen reader of Science Fiction and a poor, but enthusiastic amateur photographer.  

 

Stephen Hewett
Global Partner Internal Consulting Group - ICG
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My answers

9th Apr 2019

Thanks Jim, I agree that having a wider view of metrics is important and we should not rely on just one measure. Of course I would also include NetCNS as one of the things you sure be measuring.

https://www.mycustomer.com/experience/loyalty/the-end-of-nps-why-its-tim...

Reply to
10 customer experience KPIs that provide better insight than NPS

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