NPS: Stop “Chasing the Score” eBook

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Why the obsession with NPS?

Many customer experience (CX) leaders are beginning to question the obsession with NPS™, Overall Satisfaction, and other similar measures of overall CX performance. Why? Experience has shown that these measures can entice organisations to spend their time “chasing the score,” which can actually undermine CX success.

This eBook presents a benchmark study that has led to development of a robust CX maturity framework, that proves why NPS isn’t the only thing that matters. The CXEvolution Organisation CX Maturity Model measures 14 specific CX competencies that separate CX companies from CX laggards. Learn how to measure, monitor, and reward CX efforts to create a successful CX programme.

It’s time to start focusing on creating positive customer experiences, instead of just focusing on the score.

SOME OF THE WORLD'S BEST BRANDS TRUST MARITZCX

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In early 2020 InMoment and MaritzCX joined forces, bringing together two pioneers in the experience industry to create one company united in our efforts to bring years of customer and employee experience expertise to our clients. We are committed to improving the way businesses compete and thrive in the experience economy by providing a unique combination of experience intelligence technology and strategic services that lead to informed action — transforming the moments that really matter to the business, its employees, and its customers while driving high value and high return.

Download the eBook

Download the eBook “Stop Chasing the Score and Focus on Driving Action” to change your CX programme and scores as well as rally your employees.

MaritzCX

MaritzCX

See why MaritzCX was named a Leader for Employee Experience Management
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