measurement Archives

NPS Isn’t Broken. Your Expectations Are: Why CX Measurement Needs Strategy, Not a New Metric

by Sue Duris in Customer Experience, Metrics, net promoter score 0

I’ve been reading a lot about NPS bashing, and its impending death and replacement in 2025 thanks in large part to Gartner predicting more than 75% of organizations would abandon the metric by 2025. But here's the real problem: we're asking a single metric to solve problems that require culture and strategy. As I noted [...]

0 Shares

Understanding The Mechanics of Measurement

by Sue Duris in Analytics, Marketing, Measurement, Metrics 0

For marketers to be successful, they can’t muddle through with blinders or rose-colored glasses on. They must be informed and know which marketing activities work, and which don’t. That means understanding the mechanics of measurement. Marketing and measurement are like lock and key. You need both to be successful and grow. Unfortunately, some marketers still [...]

Share11

11 Shares