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 How Much Is a Customer Worth? Good Question BRIEF How Much Is a Customer Worth?Good Question There is currently no accounting standard for customer lifetime value. Here is our proposal. Financial support for CX initiatives often falls woefully short, compared...
INSIGHTS Calculating the Value of Improving CX in a Product Business BRIEF Calculating the Value of ImprovingCX in a Product Business This is an essential step in justifying CX improvement projects You’re tearing your hair out. It should be screamingly obvious to...
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