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This is success-limiting because NetPromoterScore® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. But the nature of customer experience is long-horizon, not instantaneous.
Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring NetPromoterScore? How will you know if the NetPromoterScore is “statistically significant” (your leadership will ask!) ? Why it matters: People change jobs all the time.
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