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 Review in 2003, Net Promoter Score has become the poster-boy metric for customer experience. The 'recommendation' aspect is seen by many as a reasonable representation of customer commitment. In recent years, I have seen as many critics as I have advocates

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