A company’s Net Promoter Score (NPS) has the potential to impact businesses positively in sales, cost efficiencies, and profits. But why are so many brands misusing it?
Net Promoter Score (NPS) is the go-to metric to gauge customer satisfaction, but it’s not giving customers what they want from brands: a better experience.
Key Question:How should companies leverage NPS to improve the customer experience (CX) for sustainable business growth?
KEY STAT: Customers overwhelmingly want to repurchase and recommend based on positive CX, but 76% of customers will tell friends and family about a bad experience.
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