Posts Tagged ‘Customer Satisfaction’

Why (pure) NPS and KAM are not compatible

Recently I was having a discussion on a topic of common interest with the GAM Program Director of a Digital Marketing & Branding service provider. When sharing ideas on how to manage the Customer Experience, he mentioned their intention to use NPS, the Net Promote Score. Having heard the impressive elements on how GAM is driven I this company, and being (too?) genuine, I could not prevent myself from