
Understanding metrics in 2020 - Part 1
Oscar Wilde wrote....a cynic is a man who knows the price of everything and the value of nothing. So what has that got to do with #NPS or #customerexperience or #contactcentres or #customerservice? Ask yourself - Is it possible that price and value assumptions have changed since November and the start of this crisis? Of course, they have. The value of this simple group of vegetables has changed dramatically. In my last post, I provided a small list of metrics that have signif