Customer-centric organizations have made a cultural and operational shift from touchpoint thinking to journey thinking. By focusing on the overall customer experience along each journey and no longer on individual transactions, they see the bigger picture and truly excel in customer performance. In such a journey-centric approach, we recommend to collect customer and operational data on journey level. A commonly used metric to assess customer performance on journey level is the Net Promotor Score.
Learn more about how NPS can guide you in knowing what customers think and how you can increase growth. A well-implemented NPS system helps you share customer feedback and close the loop by engaging frontline employees.