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The Vault - 7 Pillars of CS

Gain Grow Retain

The Importance of Responding to Non Responders

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"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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