How likely are you to recommend us to your friends and family?

How likely are you to recommend us to your friends and family? This is one of the simplest questions a business can ask, and one of the most revealing. Behind every net promoter score (NPS) is a series of experiences, some memorable, some frustrating, that shape whether a customer becomes an advocate or quietly walks away.

This panel will look past the metric to the customer experience that drives it. We plan to explore:

• The moments in the customer journey that turn satisfied customers into genuine promoters.
• Why customers become detractors, and what they wish companies understood.
• How organizations can close the loop on feedback and act on it meaningfully.
• The link between employee experience and customer advocacy.
• Whether NPS still tells the full story, and what else leaders should be listening to.