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Articles for Maxie Schmidt-Subramanian

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Effective CX Measurement Requires a CX Culture

Customer experience metrics can get in the way of delivering good experiences.

How to Make the Case for CX Investment

Good customer experience drives revenue, but your argument will need to show nuance