2006 Chief Customer Officer Culture Metrics 
Horizon CX
DECEMBER 27, 2019
His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations. This blog is a summary of those findings.
SurveySparrow
JANUARY 1, 2020
happiness expert), big blogs are being written about it, Ted talks are being produced on the topic and banks and VCs are even starting to look at CX metrics as investment indicators. You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006.
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