For decades, Net Promoter Score or NPS has been the gold standard for measuring the success of CX efforts.
But its creator, Fred Reichheld, says the metric has been co-opted and is misused by too many companies. The most successful way to use NPS going forward is to combine with a new metric for CX success.
Reichheld created a new metric to push brands towards the aspirational view of helping customers and enriching their lives: earned growth rate. We learn more about this new metric for CX success in this week's episode of the Modern Customer Podcast.
#earnedgrowthrate #NPS #metrics #CXsuccess #customerexperience
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Негізгі бет Goodbye NPS? Inside The New Metric For CX Success - With Fred Reichheld
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