Net Promoter Score (NPS) is a metric commonly used across CX programs. In fact, companies seldomly mature their CX management programs without NPS. However, NPS leaves value on the table and tends to focus the business too much on efficiency and not enough on advocacy, or other experience gains. In the latest episode of the Client Experience Monthly podcast, Steven Walden of CX Pilots and John Dawes of the Ehrenberg-Bass Institute discuss the latest research on the benefits and pitfalls of using NPS.
Client Experience Monthly is a podcast dedicated to B2B CX. It explores the latest insights and proven strategies for unparalleled client experience. In each episode, we take a deep dive into various B2B CX and EX topics with experts that challenge your assumptions through stimulating discussions, data, facts and creativity. Changing the world through human-centered business.