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how can you use your net promoter score your nps score to actually have an impact on your customer experience and your customer centricity first of all many people ask me whatamp;#39;s the best metric to use to measure your customer centricity in my opinion it doesnamp;#39;t really matter there are people who are pdocHubing for nbas against other prefer customer satisfaction in my opinion thatamp;#39;s not what itamp;#39;s really about if you want to have an impact with your nps score or customer satisfaction score what really matters is how you use it and the companies that succeed in translating the results of the net promoter score into the impact for every individual employee are the ones that make a difference i iamp;#39;ve seen too many presentations where a senior leadership team is presenting the nps course and theyamp;#39;re like we have an nps score of 10 this year guys and thatamp;#39;s good but next year we want to go for 17. and the senior leadership gets rea