Customer Feedback management is not Market Research …and NPS not the Holy Grail

You’ve probably read hundreds of posts, articles, and books about market research. Over the past several years, another form of asking opinion to customers has also eased into the discussion: Customer Feedback Management (CFM) mainly associated to a specific key performance indicator (KPI): the Net Promoter Score (NPS). Continue reading “Customer Feedback management is not Market Research …and NPS not the Holy Grail”