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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

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The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

eglobalis

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

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CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

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Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX

PeopleMetrics

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Building Relationships: AI can flag at-risk customers, but personalized outreach is what rebuilds trust and loyalty.

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

While standard measures like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) offer broad insights, they may miss the nuances of individual client needs and the depth of engagement necessary in B2B contexts.

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Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. However, NPS isnt perfect.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed? Do loyalty metrics need to be reassessed?