Net Promoter Score Mastery for Customer-Centric Growth
You’re under pressure to prove customer experience drives real growth. Your leadership team wants metrics that matter, not just satisfaction surveys that gather dust. You need a system that turns vague feedback into clear action, and customer sentiment into boardroom credibility. Right now, you might feel stuck. NPS data floods your inbox, but translating it into strategy feels messy, subjective, or worse-ignored. What if you could transform raw scores into predictable revenue signals? What if you could lead a customer-led transformation with confidence, precision, and measurable impact? Net Promoter Score Mastery for Customer-Centric Growth is that system. This isn’t just another framework-it’s a step-by-step methodology used by top-performing product, CX, and growth leaders to align teams, prioritise initiatives, and fuel retention-driven revenue. Imagine walking into your next executive meeting with a clear, data-backed roadmap: exactly which pain points to fix, which advocates to mobilize, and how much growth each intervention could unlock. That’s the outcome we deliver: going from fragmented feedback to a board-ready customer growth strategy in under 30 days. A Senior Customer Success Manager at a SaaS scale-up applied this exact approach. In six weeks, her team rebuilt onboarding using NPS-driven insights, increased expansion revenue by 27%, and presented the model to the CEO. “It wasn’t just a score anymore-it became our strategy engine,” she shared. Here’s how this course is structured to help you get there.Course Format & Delivery Details Self-Paced, Immediate Access – Designed for Real Professionals with Real Jobs
This is a self-paced course with no fixed timelines. You control when and how you learn. Whether you’re squeezing in 20 minutes between meetings or dedicating focused time on weekends, the structure supports your reality. Access is fully on-demand. There are no live sessions to attend, no deadlines to miss. You engage on your terms-anytime, anywhere, on any device. Designed for Fast Results, Built for Long-Term Impact
Most learners implement their first actionable insight within 72 hours of starting. The average completion time is 12–15 hours, spread across three to four weeks. However, many apply core frameworks immediately, often seeing internal buy-in and early momentum before finishing the full programme. Permanent Access, Continuous Value
- Lifetime access to all course materials, including every update released in the future-at no extra cost
- 24/7 global access, fully mobile-friendly, so you can learn during commutes, on client sites, or remotely
- Downloadable toolkits, templates, and diagnostic checklists you can implement directly in your role
Expert Guidance Without the Gatekeeping
Instructor support is provided through structured feedback channels. You’ll have access to direct guidance on implementation challenges, model refinement, and stakeholder alignment strategies-ensuring you’re never guessing how to apply the material. Certificate of Completion – Globally Recognised and Career-Advancing
Upon finishing, you earn a Certificate of Completion issued by The Art of Service. This credential is trusted across industries and continents, appearing on LinkedIn profiles, CVs, and promotion packages. It signals rigor, strategic thinking, and a mastery of customer-led growth-distinguishing you from peers who rely on intuition, not insight. Transparent, Fair, and Risk-Free Enrollment
Pricing is straightforward with no hidden fees, subscriptions, or surprise costs. What you see is what you get-lifetime access, full curriculum, and certification. We accept all major payment methods including Visa, Mastercard, and PayPal-securely processed with bank-level encryption. Complete Confidence: Satisfied or Refunded
If you don’t find the course content exceeds expectations, you’re protected by our ironclad guarantee. Return it within 30 days for a full refund-no questions asked. Your only risk is staying where you are. What Happens After You Enroll?
After enrollment, you’ll receive a confirmation email. Your access details and login instructions will be sent separately once your course materials are fully prepared-ensuring a seamless start when you’re ready. “Will This Work for Me?” – We’ve Got You Covered
Whether you’re a Customer Experience Lead, Product Manager, Marketing Strategist, or Operations Director-this content is designed to be role-adaptive. The frameworks scale from startups to enterprises, B2B to B2C, and regulated to agile environments. It works even if: - You’ve tried NPS before and saw no impact
- Your data is siloed or low-response
- You lack executive support or cross-functional influence
- You’re new to customer metrics or leading a transformation
Our alumni include CX leads at Fortune 500s, startup founders, and growth strategists at tech unicorns-all of whom have turned NPS from a vanity metric into a value engine. Now it’s your turn.
Module 1: Foundations of Net Promoter Score and Customer-Centric Growth - Understanding the origins and evolution of Net Promoter Score
- Why NPS outperforms traditional satisfaction metrics
- The strategic link between NPS and revenue growth
- Differentiating promoters, passives, and detractors
- Calculating NPS accurately across business models
- How NPS feeds into customer lifetime value
- Core principles of customer-centric organisational design
- Common myths and misconceptions about NPS
- Establishing baseline maturity for NPS adoption
- Aligning NPS with executive expectations and KPIs
Module 2: Diagnosing Your Current NPS Capability - Conducting a comprehensive NPS maturity audit
- Mapping your current feedback collection process
- Identifying data silos and integration gaps
- Analysing response rates and representativeness
- Assessing cross-functional ownership and accountability
- Diagnosing survey fatigue and low engagement drivers
- Evaluating existing reporting dashboards
- Scoring your organisation on NPS readiness
- Building a case for improvement using internal evidence
- Creating your personalised improvement roadmap
Module 3: Designing a High-Impact NPS Feedback Strategy - Selecting optimal timing and touchpoints for surveys
- Tailoring survey design for different customer segments
- Writing question sequences that drive actionable insights
- Integrating open-ended follow-up questions effectively
- Ensuring legal and GDPR-compliant data collection
- Optimising for mobile and non-desktop experiences
- Reducing friction in survey delivery and response
- Managing sample size and statistical reliability
- Segmenting feedback by product, region, and cohort
- Aligning survey cadence with customer journey stages
Module 4: Advanced NPS Data Collection and Integration - Choosing the right tools for centralised feedback capture
- Integrating NPS into CRM platforms like Salesforce
- Automating survey triggers based on user behaviour
- Syncing NPS scores with support tickets and service logs
- Linking transactional NPS to long-term brand NPS
- Importing historical data for trend analysis
- Building real-time dashboards with live score updates
- Using API connections to unify customer data systems
- Validating data quality and correcting inconsistencies
- Establishing data governance for ethical use
Module 5: Segmenting and Prioritising Your Customer Feedback - Segmenting NPS by customer demographics and behaviours
- Identifying high-value promoters for advocacy campaigns
- Pinpointing strategic detractors impacting churn risk
- Analysing differences across product lines and geographies
- Prioritising issues based on impact and fixability
- Using the Pain-Gain Matrix to focus improvement efforts
- Weighting feedback by customer lifetime value
- Mapping feedback to customer journey stages
- Grouping verbatim comments into thematic clusters
- Developing customer personas from NPS insight
Module 6: Turning Detractors into Opportunities - Designing effective detractor outreach protocols
- Structuring empathetic, action-focused follow-up calls
- Documenting root causes using the 5 Whys technique
- Assigning ownership of resolution across functions
- Creating closed-loop feedback workflows
- Measuring detractor recovery success rates
- Escalating systemic issues to leadership
- Using detractor insights to drive product improvements
- Reducing churn risk with targeted retention offers
- Tracking sentiment changes post-resolution
Module 7: Leveraging Promoters for Sustainable Growth - Identifying high-potential promoters for referral campaigns
- Designing automated advocate outreach sequences
- Crafting personalised request messages for testimonials
- Soliciting case studies and user-generated content
- Building a structured customer advocacy programme
- Integrating promoters into product co-creation
- Launching referral programmes tied to NPS data
- Measuring the financial impact of promoter-driven growth
- Recognising and rewarding loyal customers
- Scaling advocacy with tiered engagement models
Module 8: Quantifying the Business Impact of NPS - Linking NPS trends to revenue retention and expansion
- Calculating the cost of detractors versus value of promoters
- Modelling customer churn risk based on NPS segments
- Forecasting upsell potential within promoter cohorts
- Estimating ROI of NPS-driven initiatives
- Building financial models that tie NPS to EBITDA
- Creating attribution frameworks for customer growth
- Analysing correlation between NPS and ARPU
- Presenting NPS impact in CFO-friendly terms
- Establishing leading indicators for future growth
Module 9: Building a Cross-Functional NPS Operating Model - Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Understanding the origins and evolution of Net Promoter Score
- Why NPS outperforms traditional satisfaction metrics
- The strategic link between NPS and revenue growth
- Differentiating promoters, passives, and detractors
- Calculating NPS accurately across business models
- How NPS feeds into customer lifetime value
- Core principles of customer-centric organisational design
- Common myths and misconceptions about NPS
- Establishing baseline maturity for NPS adoption
- Aligning NPS with executive expectations and KPIs
Module 2: Diagnosing Your Current NPS Capability - Conducting a comprehensive NPS maturity audit
- Mapping your current feedback collection process
- Identifying data silos and integration gaps
- Analysing response rates and representativeness
- Assessing cross-functional ownership and accountability
- Diagnosing survey fatigue and low engagement drivers
- Evaluating existing reporting dashboards
- Scoring your organisation on NPS readiness
- Building a case for improvement using internal evidence
- Creating your personalised improvement roadmap
Module 3: Designing a High-Impact NPS Feedback Strategy - Selecting optimal timing and touchpoints for surveys
- Tailoring survey design for different customer segments
- Writing question sequences that drive actionable insights
- Integrating open-ended follow-up questions effectively
- Ensuring legal and GDPR-compliant data collection
- Optimising for mobile and non-desktop experiences
- Reducing friction in survey delivery and response
- Managing sample size and statistical reliability
- Segmenting feedback by product, region, and cohort
- Aligning survey cadence with customer journey stages
Module 4: Advanced NPS Data Collection and Integration - Choosing the right tools for centralised feedback capture
- Integrating NPS into CRM platforms like Salesforce
- Automating survey triggers based on user behaviour
- Syncing NPS scores with support tickets and service logs
- Linking transactional NPS to long-term brand NPS
- Importing historical data for trend analysis
- Building real-time dashboards with live score updates
- Using API connections to unify customer data systems
- Validating data quality and correcting inconsistencies
- Establishing data governance for ethical use
Module 5: Segmenting and Prioritising Your Customer Feedback - Segmenting NPS by customer demographics and behaviours
- Identifying high-value promoters for advocacy campaigns
- Pinpointing strategic detractors impacting churn risk
- Analysing differences across product lines and geographies
- Prioritising issues based on impact and fixability
- Using the Pain-Gain Matrix to focus improvement efforts
- Weighting feedback by customer lifetime value
- Mapping feedback to customer journey stages
- Grouping verbatim comments into thematic clusters
- Developing customer personas from NPS insight
Module 6: Turning Detractors into Opportunities - Designing effective detractor outreach protocols
- Structuring empathetic, action-focused follow-up calls
- Documenting root causes using the 5 Whys technique
- Assigning ownership of resolution across functions
- Creating closed-loop feedback workflows
- Measuring detractor recovery success rates
- Escalating systemic issues to leadership
- Using detractor insights to drive product improvements
- Reducing churn risk with targeted retention offers
- Tracking sentiment changes post-resolution
Module 7: Leveraging Promoters for Sustainable Growth - Identifying high-potential promoters for referral campaigns
- Designing automated advocate outreach sequences
- Crafting personalised request messages for testimonials
- Soliciting case studies and user-generated content
- Building a structured customer advocacy programme
- Integrating promoters into product co-creation
- Launching referral programmes tied to NPS data
- Measuring the financial impact of promoter-driven growth
- Recognising and rewarding loyal customers
- Scaling advocacy with tiered engagement models
Module 8: Quantifying the Business Impact of NPS - Linking NPS trends to revenue retention and expansion
- Calculating the cost of detractors versus value of promoters
- Modelling customer churn risk based on NPS segments
- Forecasting upsell potential within promoter cohorts
- Estimating ROI of NPS-driven initiatives
- Building financial models that tie NPS to EBITDA
- Creating attribution frameworks for customer growth
- Analysing correlation between NPS and ARPU
- Presenting NPS impact in CFO-friendly terms
- Establishing leading indicators for future growth
Module 9: Building a Cross-Functional NPS Operating Model - Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Selecting optimal timing and touchpoints for surveys
- Tailoring survey design for different customer segments
- Writing question sequences that drive actionable insights
- Integrating open-ended follow-up questions effectively
- Ensuring legal and GDPR-compliant data collection
- Optimising for mobile and non-desktop experiences
- Reducing friction in survey delivery and response
- Managing sample size and statistical reliability
- Segmenting feedback by product, region, and cohort
- Aligning survey cadence with customer journey stages
Module 4: Advanced NPS Data Collection and Integration - Choosing the right tools for centralised feedback capture
- Integrating NPS into CRM platforms like Salesforce
- Automating survey triggers based on user behaviour
- Syncing NPS scores with support tickets and service logs
- Linking transactional NPS to long-term brand NPS
- Importing historical data for trend analysis
- Building real-time dashboards with live score updates
- Using API connections to unify customer data systems
- Validating data quality and correcting inconsistencies
- Establishing data governance for ethical use
Module 5: Segmenting and Prioritising Your Customer Feedback - Segmenting NPS by customer demographics and behaviours
- Identifying high-value promoters for advocacy campaigns
- Pinpointing strategic detractors impacting churn risk
- Analysing differences across product lines and geographies
- Prioritising issues based on impact and fixability
- Using the Pain-Gain Matrix to focus improvement efforts
- Weighting feedback by customer lifetime value
- Mapping feedback to customer journey stages
- Grouping verbatim comments into thematic clusters
- Developing customer personas from NPS insight
Module 6: Turning Detractors into Opportunities - Designing effective detractor outreach protocols
- Structuring empathetic, action-focused follow-up calls
- Documenting root causes using the 5 Whys technique
- Assigning ownership of resolution across functions
- Creating closed-loop feedback workflows
- Measuring detractor recovery success rates
- Escalating systemic issues to leadership
- Using detractor insights to drive product improvements
- Reducing churn risk with targeted retention offers
- Tracking sentiment changes post-resolution
Module 7: Leveraging Promoters for Sustainable Growth - Identifying high-potential promoters for referral campaigns
- Designing automated advocate outreach sequences
- Crafting personalised request messages for testimonials
- Soliciting case studies and user-generated content
- Building a structured customer advocacy programme
- Integrating promoters into product co-creation
- Launching referral programmes tied to NPS data
- Measuring the financial impact of promoter-driven growth
- Recognising and rewarding loyal customers
- Scaling advocacy with tiered engagement models
Module 8: Quantifying the Business Impact of NPS - Linking NPS trends to revenue retention and expansion
- Calculating the cost of detractors versus value of promoters
- Modelling customer churn risk based on NPS segments
- Forecasting upsell potential within promoter cohorts
- Estimating ROI of NPS-driven initiatives
- Building financial models that tie NPS to EBITDA
- Creating attribution frameworks for customer growth
- Analysing correlation between NPS and ARPU
- Presenting NPS impact in CFO-friendly terms
- Establishing leading indicators for future growth
Module 9: Building a Cross-Functional NPS Operating Model - Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Segmenting NPS by customer demographics and behaviours
- Identifying high-value promoters for advocacy campaigns
- Pinpointing strategic detractors impacting churn risk
- Analysing differences across product lines and geographies
- Prioritising issues based on impact and fixability
- Using the Pain-Gain Matrix to focus improvement efforts
- Weighting feedback by customer lifetime value
- Mapping feedback to customer journey stages
- Grouping verbatim comments into thematic clusters
- Developing customer personas from NPS insight
Module 6: Turning Detractors into Opportunities - Designing effective detractor outreach protocols
- Structuring empathetic, action-focused follow-up calls
- Documenting root causes using the 5 Whys technique
- Assigning ownership of resolution across functions
- Creating closed-loop feedback workflows
- Measuring detractor recovery success rates
- Escalating systemic issues to leadership
- Using detractor insights to drive product improvements
- Reducing churn risk with targeted retention offers
- Tracking sentiment changes post-resolution
Module 7: Leveraging Promoters for Sustainable Growth - Identifying high-potential promoters for referral campaigns
- Designing automated advocate outreach sequences
- Crafting personalised request messages for testimonials
- Soliciting case studies and user-generated content
- Building a structured customer advocacy programme
- Integrating promoters into product co-creation
- Launching referral programmes tied to NPS data
- Measuring the financial impact of promoter-driven growth
- Recognising and rewarding loyal customers
- Scaling advocacy with tiered engagement models
Module 8: Quantifying the Business Impact of NPS - Linking NPS trends to revenue retention and expansion
- Calculating the cost of detractors versus value of promoters
- Modelling customer churn risk based on NPS segments
- Forecasting upsell potential within promoter cohorts
- Estimating ROI of NPS-driven initiatives
- Building financial models that tie NPS to EBITDA
- Creating attribution frameworks for customer growth
- Analysing correlation between NPS and ARPU
- Presenting NPS impact in CFO-friendly terms
- Establishing leading indicators for future growth
Module 9: Building a Cross-Functional NPS Operating Model - Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Identifying high-potential promoters for referral campaigns
- Designing automated advocate outreach sequences
- Crafting personalised request messages for testimonials
- Soliciting case studies and user-generated content
- Building a structured customer advocacy programme
- Integrating promoters into product co-creation
- Launching referral programmes tied to NPS data
- Measuring the financial impact of promoter-driven growth
- Recognising and rewarding loyal customers
- Scaling advocacy with tiered engagement models
Module 8: Quantifying the Business Impact of NPS - Linking NPS trends to revenue retention and expansion
- Calculating the cost of detractors versus value of promoters
- Modelling customer churn risk based on NPS segments
- Forecasting upsell potential within promoter cohorts
- Estimating ROI of NPS-driven initiatives
- Building financial models that tie NPS to EBITDA
- Creating attribution frameworks for customer growth
- Analysing correlation between NPS and ARPU
- Presenting NPS impact in CFO-friendly terms
- Establishing leading indicators for future growth
Module 9: Building a Cross-Functional NPS Operating Model - Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Designing RACI matrices for NPS accountability
- Establishing ownership in Product, Support, Sales, and Marketing
- Creating monthly NPS review rituals across departments
- Integrating NPS insights into quarterly planning
- Facilitating cross-team workshops on feedback themes
- Developing shared language for customer sentiment
- Aligning OKRs with NPS improvement targets
- Embedding NPS into sprint planning and backlog grooming
- Creating feedback loops between frontline and leadership
- Measuring team performance based on NPS impact
Module 10: Linking NPS to Product and Experience Roadmaps - Using NPS insights to prioritise product backlog items
- Mapping customer pain points to UX improvements
- Validating feature ideas with promoter and detractor input
- Running impact assessments before major launches
- Testing post-launch NPS to evaluate success
- Creating customer-driven innovation pipelines
- Documenting experience debt and tracking reduction
- Aligning roadmap themes with NPS trends
- Using verbatim feedback in design sprints
- Building customer advisory boards from high-NPS users
Module 11: Communicating NPS Insights to Leadership - Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Structuring board-ready NPS reports
- Visualising trends with executive dashboards
- Translating data into clear strategic narratives
- Highlighting risks and opportunities in plain language
- Linking NPS outcomes to investor expectations
- Presenting before and after metrics for initiatives
- Anticipating and answering leadership questions
- Using storytelling techniques to make data memorable
- Securing budget for customer experience investments
- Positioning NPS as a competitive differentiator
Module 12: Scaling NPS Across Global and Complex Organisations - Adapting NPS for regional cultural differences
- Translating surveys while preserving meaning
- Managing decentralised teams with consistent standards
- Aggregating global data without losing local insight
- Implementing local action teams with central oversight
- Aligning matrixed organisations around shared goals
- Running global NPS benchmarking exercises
- Scaling feedback infrastructure across business units
- Training regional champions and super users
- Creating global playbooks with local flexibility
Module 13: Integrating NPS with Complementary Metrics - Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Combining NPS with CSAT and CES for full context
- Using sentiment analysis to enrich qualitative feedback
- Correlating NPS with behavioural data from product usage
- Integrating with support ticket volume and resolution time
- Linking NPS to customer onboarding success rates
- Analysing first response time impact on satisfaction
- Building a unified customer health score
- Using telemetry data to validate feedback trends
- Monitoring social media mentions alongside NPS
- Creating a single source of truth for customer insight
Module 14: Driving Behavioural Change with NPS - Incentivising teams based on NPS improvement
- Designing recognition programmes for customer impact
- Running gamified improvement challenges across departments
- Publicly sharing success stories and wins
- Integrating NPS into performance reviews
- Training frontline staff on empathy and action
- Reducing defensiveness when receiving criticism
- Fostering a culture of customer obsession
- Leadership modelling of NPS-driven decision making
- Embedding customer voice into daily operations
Module 15: Advanced Analytics and Predictive Modelling - Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Using regression analysis to identify key NPS drivers
- Applying driver trees and importance-performance mapping
- Building predictive models for churn and expansion
- Conducting cohort analysis on NPS trajectories
- Segmenting customers by behavioural and attitudinal clusters
- Using text analytics to surface emerging themes
- Automating insights with natural language processing
- Validating hypotheses with A/B testing
- Forecasting NPS shifts based on operational changes
- Creating early warning systems for brand risk
Module 16: Implementing a Sustainable NPS Operating System - Developing a long-term NPS governance framework
- Establishing roles: NPS owner, data steward, insight lead
- Scheduling recurring audits and process reviews
- Documenting standard operating procedures
- Creating training materials for new team members
- Onboarding new departments into the NPS ecosystem
- Managing change during system upgrades and transitions
- Officially retiring outdated feedback mechanisms
- Ensuring continuity during leadership changes
- Institutionalising customer-centric decision making
Module 17: Certification, Career Advancement, and Next Steps - Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery
- Preparing for your Certificate of Completion assessment
- Compiling your capstone project: a full NPS strategy
- Documenting measurable outcomes from course application
- Incorporating certification into your LinkedIn profile
- Using the credential in performance reviews and promotions
- Positioning yourself as a customer strategy leader
- Accessing post-course resources and toolkits
- Joining the global Art of Service alumni network
- Exploring advanced pathways in customer experience
- Building a personal brand around NPS mastery