Learn how business leaders are doubling down on proven tactics—from customer-driven content to smarter data use—to stand out ...

Step 2: Expand and connect similar use cases. Next, CX teams and leaders should look for similar areas of the business to enhance with customer data insights.

She is co-author, with Christoph Senn, of the forthcoming book “Triple Fit Strategy – How to build lasting customer relationships and boost growth” (Harvard Business Review Press, 2024).

In the realm of customer feedback metrics, few have garnered as much attention and adoption as the Net Promoter Score (NPS). Introduced two decades ago by Frederick Reichheld in his seminal ...