Do You Use the Right Measures for Your CX?
Beyond Philosophy
AUGUST 15, 2019
At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. You must understand what’s going on in consumers lives if you use this data—and their emotions are always going on, whether consciously or subconsciously. . Then, they used the strategic NPS as a metric of corporate performance.
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