Goodbye NPS? Inside The New Metric For CX Success — With Fred Reichheld скачать в хорошем качестве

Goodbye NPS? Inside The New Metric For CX Success — With Fred Reichheld

For decades, Net Promoter Score or NPS has been the gold standard for measuring the success of CX efforts. But its creator, Fred Reichheld, says the metric has been co-opted and is misused by too many companies. The most successful way to use NPS going forward is to combine with a new metric for CX success. Reichheld created a new metric to push brands towards the aspirational view of helping customers and enriching their lives: earned growth rate. We learn more about this new metric for CX success in this week's episode of the Modern Customer Podcast. #earnedgrowthrate #NPS #metrics #CXsuccess #customerexperience ____________________________ Subscribe to my channel here: https://www.youtube.com/channel/UCY7i... ____________________________ Download your FREE copy of '5 CX Trends For 2022'. In this e-book, you’ll learn why these trends are happening, why they matter and what brands can do to prepare. Get it here: https://bit.ly/385It6p ____________________________ Follow me here: Website: https://www.blakemichellemorgan.com/ Weekly Newsletter: https://bit.ly/3NMfW6g LinkedIn Newsletter: https://bit.ly/3DHAlVs LinkedIn Page:   / blakemich.  . Twitter:   / blakemichellem