The Value of Repeat Responder Feedback is Immense

The Value of Repeat Responder Feedback is Immense

INSIGHTS The Value of Repeat Responder Feedback is Immense BRIEF The Value of Repeat ResponderFeedback is Immense Validate NPS trends by looking at the responses of individualswho have also given feedback in the past. Catherine is confused. She has just completed a...
The Relationship Between NPS Trends and Revenue

The Relationship Between NPS Trends and Revenue

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...
Problem 8: CX Programs Don’t Generate Results

Problem 8: CX Programs Don’t Generate Results

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...