Remove 2008 Remove Customer Change Remove Net Promoter Score Remove NPS
article thumbnail

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,