What performance indicators (KPIs) are used to measure and manage customer experience? When can I use NPS and when is CES better? How can I set fair goals that motivate everyone to become a truly customer-centric company? How can I make customer enthusiasm tangible for employees and how can I encourage colleagues to do their best in the interests of the customer?

The free e-book “Measuring and managing customer experience” helps you answer these questions, offers solutions and examples from real case studies.

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