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Does your organization have a Customer Experience strategy with set KPIs? Have you implemented either Net Promoter Score or Customer Effort Score?
Like most managers, you understand that these metrics provide value. After all, you can’t manage what you can’t measure. At the same time, you may not be sure who is in control or what you can do to improve. The process can be like measuring your blood pressure or body temperature. You see the score,....
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