Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.
You might think you have your tech stack sorted for insights, but do you? Insights teams should be proactive about finding those 'unknown unknowns' in their customer data. Look for technology solutions that help do this at-scale.
Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.
Cognitive bias is a real problem in customer insights. How do you ensure that your bias isn't leading you down the proverbial garden path?
The modern competitive landscape is increasingly customer-centric. As more businesses build Customer Insights engines, what distinguishes elite customer insights teams from average teams?
Don't drop the change. Like it or not, revenue accountability for Insights & CX is here to stay. Organizations investing in customer-centric programs are always going to want to know if they're getting the results they want.