Imagine that your companys technology is loved by customers, considered best of breed in the industry, and has a steady NPS, comfortably in the 20s, 30s or 40s. Now imagine that in the midst of this success, some of your longest standing accounts begin to drop, others scale back their usage, and referrals slow way down.
How, you ask, is it possible? After all, isnt the whole point of having a high NPS to ensure successful retention, upselling, and referrals?
Heres the secret: When it comes to technology, NPS has a blind spot.
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