Weekly or more frequent postings on customer experience and customer-centric business strategy. Sign up for our newsletter to be informed whenever there is new content. Use the icons on the left to share content with your friends and colleagues.
Welcome to the 22nd post in my extensive series on NPS and the Net Promoter System. In the last two articles I discussed the major mistakes made by British Airways, Audi and others. This time I cover a company that almost gets it right. Unfortunately their results seem to be a sort of ‘vanity metric’ […]