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    Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods

    Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods by Sven Baehre, Michele O'Dwyer, Lisa O'Malley, Victoria Story

    Published 2022
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    Strategic B2B customer experience management: the importance of outcomes-based measures

    Strategic B2B customer experience management: the importance of outcomes-based measures by Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O'Malley, Linda D. Peters, Chris Raddats, William Robinson

    Published 2017
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