John Goodman and Scott Broetzmann publish a whitepaper on why omnibus customer experience metrics can breed the unintended consequence of inaction.
Adam Alter, Assistant Professor of Marketing & Psychology at NYU’s Stern School of Business, recently opined that global warming is a perfect storm of “threat-by-stealth” [opens in a new window].
He notes that, despite the overwhelming agreement among experts that humans contribute to global warming and its apocalyptic impact, it very often remains a “political afterthought.” Summarizing his theory about the psychology of ignoring such a super-threat, Alter suggests that global warming’s “murky consequences aren’t vivid enough to impress our distracted brains.”
And so it is with many omnibus corporate customer experience metrics like the Net Promoter Score (NPS)
Click here to download the whitepaper entitled How The Net Promoter Score (NPS) Is Like Global Warming. (PDF, 175Kb)
This whitepaper and many more papers and articles are available to download on our Thought Leadership pages.
President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.