Super charge your CX strategy

By Caroline Ahmed

Without ‘promoters’, business growth can be difficult. This simple insight led Fred Reichheld to devise the Net Promoter Score (NPS) first shared in his HBR article ‘The Only Number You Need to Grow.

Perhaps because of its simplicity, NPS is now the most widely accepted measure of customer advocacy. Over two-thirds of the Fortune 1000* use it to monitor performance and benchmark against others, a key advantage of the metric’s ubiquity.

Insight articles for download

From our wealth of customer experience (CX) work, we have written a series of papers sharing our knowledge.

Drawing on our work in a range of sectors, the series reveals the issues and opportunities of benchmarking, and what we can learn from contrasting industry performance. Insights in these papers are supported with data and customer commentary on stand-out brands.

Ultimately we hope to inspire your CX strategy and further demonstrate the potential of this valuable performance metric. We welcome any feedback or questions you may have.

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*1,000 largest American companies ranked by revenues, as compiled by the American business magazine Fortune.

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