INSIGHTS The Relationship Between NPS Trends and Revenue BRIEF The Relationship BetweenNPS Trends and Revenue Here is the current state of NPS science, along with some pseudo-scientific counterpoints. Right from the very beginning, right from when Fred Reichheld...
INSIGHTS Problem 10: Not All Customers Are Equal; Far From It BRIEF Problem 10: Not All CustomersAre Equal; Far From It Not all customers are financially equal. The differences can be extreme in B2B. Most customer research considers all customers to be equal. This is...
INSIGHTS Problem 9: Post-Rationalization Comes Way Too Late BRIEF Problem 9: Post-RationalizationComes Way Too Late Managers often prefer their own preconceived ideas to the results of scientific CX research.It’s a human bias. CX programs are hard because neither...
INSIGHTS Problem 8: CX Programs Don’t Generate Results BRIEF Problem 8: CX Programs Don’t Generate Results Having a plan is critical to CX success. Project management skills are important. Our research suggests that only 5% of CX programs generate results in line with...
INSIGHTS Problem 7: The Red Queen Theory is Still Valid BRIEF Problem 7: The Red QueenTheory is Still Valid You have to keep running, just to maintain your position in the race. NPS performance over the last 15 years suggests, on the surface, that corporations are not...
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