I just stumble out a truly inspiring article by Christian Fillinger on LinkedIn, “Beyond NPS: The Customer Metrics that Actually Move the Needle“.
It touched me as Christian is summarizing exactly what I have been observing and promoting myself for quite a while already. NPS continues to matter. But standalone it is a more poor and lagging metric. Where others might be more actionable and guiding business towards prioritizing budget and activities more impactfully. What factually is what I see in companies seriously applying CX methodologies for quite a while already and evolving to the next level.
Enjoy reading Christian’s article, please.
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