TOP OF MIND
nps crisis management
Leading a CX Program in Extreme Circumstances
Will CX Leaders and Teams Survive the COVID-19 Crisis?
CX professionals report changes to governance, focus, and operations.
Stop NPS Surveying, for Now?
Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue.
Digital Rotten Scoundrels vs. NPS
How automation without CX planning creates disaster.
spotlight on nps strategy
What Is the New NPS Manifesto?
Two years of research built on 15 years of CX leadership.
Avoiding Digital Overcompensation in the Name of CX
Think carefully about the online customer experience before you join the stampede.
The Impact of COVID-19 on CX
Original research provides insight on how programs worldwide are adapting.
spotlight on nps metrics
The Three Root Causes of NPS Failure
What more than 1,000 implementations reveal about most CX program failures.
Assessing CX Using Multiple Data Sources
New approaches to CX analytics in the world of expanding data and analytics.
As the Saying Goes, There Are Lies, Damn Lies, and CX Data
Persuasion and the presentation of CX data.
spotlight on nps outcomes
Covid-19 Means Your Company Has to Cut Costs?
Time for the CX leader to suggest how.
How Much Is a Customer Worth? Good Question
There is currently no accounting standard for customer lifetime value. Here is our proposal.
You Want to Justify a CX investment? Forget the Scorecards
Your CEO and leadership team don’t decide based on numbers.
nps basics by category
Explore our collection of demonstrated best practices and put your NPS program on the right footing. Dive into just the topics you wonder about, or download our full report and get all the guidance in one place.
NPS METRICS AND SCALES
Learn about NPS and get your attitudinal and other metrics right
NPS CUSTOMER STRATEGY
Think through the customer journey, the basis of all other CX work
NPS DATA COLLECTION
Understand data types and dive into direct customer feedback
NPS SURVEY EXECUTION
Nail your baseline processes for getting customer feedback
TAKING ACTION WITH NPS DATA
Plan what you’ll do before you plan what you’ll ask
Transform data into something you can actually use
Command attention and action when you report results right
NPS GOVERNANCE AND ACCOUNTABILITY
Build structure and accountability for the long haul
Speak with your actions, but don’t forget to talk the talk too