The Only Way to Improve Your Net Promoter Score
Consumer Products & Retail
August 25, 2016 / 1 min read
Topics
Customer Experience
As reported in this article, there is a big difference between “INCREASING the NPS (Net Promoter Score®)” and “IMPROVING the NPS”. Too many companies actually make the mistake of only concentrating on the index itself rather than on the underlying process of continuous improvement of the customer experience. The improvement of operational behaviors that are important to the customer is how the desired increase of the NPS will happen.
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