Measuring CX’s impact on profitability

Looks in depth at EXQ, how it rates brand drivers in order of importance and explains its measures of success in terms of ROI.

Customer experience marketing

This article is part of a series of articles on customer experience marketing. Read more.

Ever since Fred Reichheld's article 'The one number you need to grow' appeared in the Harvard Business Reviewin 2003, Net Promoter Sco

WARC subscribers can sign in to keep reading

Not a subscriber?

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

WARC consistently delivers valuable insights that help to make me look like an expert in front of my colleagues and clients.

Dasha Boryso
Strategy Partner, Fetch

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands