Customer Experience Management
Achieving Successful Customer Outcomes with BPM, CEM and Outside-In thinking and practice.
NPS damned...
One of the leading customer-centric gurus is sounding off about the viability of NPS as an effective measure in this interesting youtube snippet:
The Customer Centrist - Episode 1: James Dodkins
NPS https://www.youtube.com/watch?v=x1owJ5_QZA0
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