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But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. This is success-promoting because it focuses attention on managing what leads up to NetPromoterScore® and other indexes.
Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring NetPromoterScore? And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customerrelationships?
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