Marketing Profs: How to Achieve Loyalty & Growth Through Customer Experience Excellence

When marketers want to measure customer experience and loyalty, they often use Net Promoter Score (NPS), which focuses on whether customers would recommend your product or service. That’s nice to know, of course, but reliance on that one simple metric is likely limiting your opportunities for growth and excellence. It’s time to go beyond NPS and use a KPI that actually forecasts loyalty and growth.

Creating and sustaining excellence in customer experience (CX) is easier said than done. Many marketers rely on Net Promoter Score (NPS) to measure customer experience, but low switching costs and competitive markets require businesses to go beyond NPS. So, what metric should marketers use to track, measure, and forecast CX to better achieve loyalty and growth?

Join us to learn:

• How NPS can blind you to valuable opportunities
• Which single KPI forecasts loyalty and new business growth
• How you can craft customer experiences that resonate, no matter what you’re offering