The Net Promoter Score (NPS) is largely popular due to its successful implementation by companies such as American Express, Apple, and Southwest Airlines. While these scores provide great insights into customer satisfaction, they are limited in their ability to prevent churn.
Uncover the good, the bad and the ugly of NPS and learn:
- How to understand customer coverage and predictive accuracy before using a metric for churn prevention
- How to use usage and ROI metrics for managing customer success
- How actionable usage data compliments NPS to measure and foster long term revenue growth