Pick the wrong CX metric and you'll spend years measuring something that doesn't move the business. Here's the three-layer framework — outcome, direct, driver — that ties customer experience back to revenue, and the one rule that stops it falling apart.
![[Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years](/_astro/accesspay-nps-chart.D6s0WUCj.svg)
Lifting NPS by 35 points in two years sounds like a slide-ware miracle. It wasn't. Here are the five unglamorous things AccessPay's CX manager did — starting with the changes inside his own span of control.
Customer Success Manager job ads have exploded over the last decade, but the role still means something different in every company. Here's what a CSM actually does, why subscription businesses can't live without one, and the KPIs that tell you whether yours is working.
Should you use NPS? It depends — but not on the things most write-ups focus on. Here are the seven genuine strengths of the methodology and the four real weaknesses, with the trade-offs you actually need to make a decision.
Who invented it? What's a good score? Can you do it on a 5-point scale? Every question about NPS the textbooks gloss over, answered in plain English — including the ones that keep getting the wrong answer in LinkedIn posts.