“Book Descriptions: About 85% of Customer Experience or Net Promoter Score programs are bound to fail. It will not fail in a week, a month or a year, but will the die the death of a thousand cuts. Organisations that have implemented CX or NPS programs and are struggling to reap its economic benefits are definitely making some of the mistakes discussed in this book. 10 Reasons Why CX/NPS Programs Fail by brand interventionist Christopher Roberts elaborates on the 10 critical problems with the implementation of these programs and provides solutions based on real world experiences and data. This book is a perfect guide for: 1. CEOs and members of the Corporate Leadership & Board Members who are keen on building a customer-centric culture across the organisation. 2. Senior Leaders who are focussed on building a sustainable competitive advantage. 3. Senior executives and senior leaders of a customer-facing fuction who are keen to develop a customer-centric focus. 4. CX Program Managers who want to 100% follow best practices of a CX program. *Limit of Liability / Disclaimer of Warranty: While the author and publisher have made the best efforts in making this book, they do not make any representations or warranties with respect to the accuracy or completeness of the contents of this book. The publisher and author specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation and you should consult with a professional where appropriate. Neither the author nor the publisher will be liable for any loss of profit or any other commercial or legal damages, including but not limited to special, incidental, consequential, or other damages. NPS, Net Promoter and Net Promoter Score are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.” DRIVE
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