According to Bloomberg Businessweek, 60% of defecting customers describe
themselves as ‘very satisfied’ just before they leave. That’s enough to send
shivers down the spine of any retailer. This striking disconnect between what shoppers
say and what they do reveals a fundamental truth about customer relationships:
you’re never really safe.

But the more sophisticated your customer experience strategy becomes, the more critical it is to ask: Is NPS actually driving loyalty, or just describing it?

Used in isolation, NPS can be a vanity metric. But used intelligently, it can become one
of your strongest tools for identifying, nurturing, and retaining your most loyal customers. The key is making the leap from attitudinal loyalty to behavioral loyalty—and using NPS as the bridge.

Download the white paper to learn more.