Is it time we started explaining NPS a bit better?
Last week I met with the head of CX of a company which I can only describe as a "highly evolved species" in the area of customer experience. In fact, if I'd tell you their name you'd consider them as one of the world's leaders in the game.
As we were discussing a project I was doing with their international leadership team, NPS came up as a topic of conversation. At this point, I was kindly but firmly recommended "not to mention that word in our company".
