Two problems with your KPIs
Zeisler Consulting
NOVEMBER 9, 2022
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. This is the category one needs to be aware of before parading out a great new KPI…it’s what should keep you from thinking you’ve solved the world’s problems.
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