All companies that manage a successful NPS program follow a few simple, but important principles. These principles can be summarised with the acronym LEAD: Localise, Engage, Act, Develop. Find out what each of these stand for in the article below: 

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The context According to a survey with marketing professionals conducted by Gartner, by the end of 2019, 81% of companies expect customer experience (CX) to be the driving force in achieving market dominance. With the continuous digitalization of customer service in the insurance sector, measuring loyalty has become a number one priority for the leading […]

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