Because Results Matter
If extreme Promotion is Advocacy what do you call an extreme Detractor .. a Protestor ? a Militant ?

If extreme Promotion is Advocacy what do you call an extreme Detractor .. a Protestor ? a Militant ?

by | May 10, 2022 | customer experience, customer persona, CX, CX Business Case, cx metrics, CX ROI, Digital Customer Experience Transformation, Digital First But Not Digital Only Multichannel, VoA, voc

We have been working with a client that has been measuring customer satisfaction and relationship perceptions for 8 years. They recognize that NPS as a “score’ does not really help with driving specific actions but it is highly informative and most importantly...