Customer Change Customer Experience Management Loyalty NPS 
Chattermill
MAY 12, 2019
Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. looks at NPS through an updated lens.
Qualtrics
MARCH 19, 2020
As for relational programs, I may alter the approach and go to more of a pulse mode, asking a smaller set of targeted questions to a more targeted set of customers on a regular basis. I would focus more on what would make someone repurchase in this moment, than what the long-term data says is the largest drivers of loyalty.
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