Tag: NPS

  • Rethinking Loyalty: Lessons from Comparing NPS with Actual Behaviour

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    by

    Jaime Valle
    in

    In collaboration with one of my clients, I recently conducted an eye-opening experiment that challenged the assumptions many of us have about loyalty metrics. By comparing last year’s survey data, which used the Net Promoter Score (NPS®) to assess loyalty, with this year’s real-world customer behaviour, we uncovered some striking insights. The Experiment Last year,…

  • Feedback Bias: Navigating the Complexities of Honest Insights

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    Jaime Valle
    in

    Introduction: The Complexity of Feedback in Close Relationships Have you ever found it hard to be completely honest with someone you care about, even when they ask for your opinion? Now imagine that on a professional scale, where exclusivity and gratitude complicate the feedback process. Feedback isn’t just a simple transaction of thoughts. The relationship…

  • Bad Boys’ CX Ultimate Guide

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    by

    Jaime Valle
    in

    Why Are You Here? When setting up a Customer Experience (CX) Programme, the first question you should ask yourself is: why? Why do you want to understand your customers’ needs and motivations? Now, don’t strain yourself trying to find the “correct” answer because—spoiler alert—there isn’t one! The only answer that matters is your own. And…