Capture the emotional aspect of success by going beyond the Net Promoter Score (NPS) and using the Net Emotional Score (NES) to revolutionise your business.

When it comes to customer experience management, the first questions we ask ourselves are: “What is the main KPI?”, “Which indicator should we look at?”, “Which one is the best?” In reality, the answers are not always clear-cut and sometimes the oversimplification of specific KPIs leads to a loss of detail, whereas a successful CX […]