In this video, Medallia expert Judy Bloch discusses the Net Promoter Score (NPS) metrics and their relevance in today's business landscape. Join us as we explore whether NPS is still a valuable tool, the importance of setting targets, and how to make informed decisions when asking your customers for feedback.
📈 Is NPS still a reliable metric? This question has been on the minds of business leaders and CX professionals. In this engaging discussion, our experts share their insights on whether NPS aligns with the goals and intentions of your customer experience programme.
Judy takes the lead in dissecting NPS as a metric. She highlights the context-dependent nature of NPS, emphasising that its effectiveness depends on your specific business objectives and target audience. Discover why thoughtful consideration is crucial, especially in B2B scenarios.
NPS is undoubtedly a prevalent primary metric with broad benchmarking capabilities, making it a favourite among executive teams and boards. However, our experts explore cases where recommending a brand or product to others might not align with your goals, urging you to be discerning in its application.
🚀 Beyond NPS, we discuss the importance of focusing on proactive customer-centric behaviours and leading indicators that can drive positive outcomes. Learn how to prioritise issue prevention and other key strategies to enhance customer experience.
#NPS #CustomerExperience #CXMetrics #BusinessStrategy #MarketResearch #CustomerFeedback #BusinessIntelligence
Stay tuned for more industry-leading insights from our team of experts!
