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Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy, EMPATHY, QUICKBITE

The New Customer-Centric Metric¬†(3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both …