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The Vault - 7 Pillars of CS
Gain Grow Retain
The Importance of Responding to Non Responders
"I don't necessarily care about the NPS score itself. I've always looked at it as an engagement method with our customers," he says. "If a customer gives you a bad score, they could be having a bad day, but you need to respond and react right away" He adds: "Ultimately look NPS is all about people's intent, but not behavior."
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