Contents
NPS—What It Is and What It Does Well
WoMI—The Next Generation of NPS
The Four Drivers of Business Success
Why the Customer Experience Matters
The Customer Experience Measurement Ecosystem
Best Customer Experience Practices
Big Data and the Future of Analytics
Afterword: Measuring Customer Experience—A Broader Impact and the Start of a Journey
Appendix A: Satisfaction, WoMI, Net Promoter, and Overstatement of Detractors for Top Companies
Appendix B: Are Those Least Likely to Recommend Actually the Most Likely to Discourage?
Appendix C: Eleven Common Measurement Mistakes
Appendix D: An Overview of Measurement and Model Analysis Methods
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