We’re entrenched in the experience economy – consumers expect experiences that meet them wherever they are. For marketers, there are four critical elements inherent in any good customer experience: people, products, purpose and passion.
People
How likely are people to recommend your brand? This question is the foundation of a brand’s Net Promoter Score (NPS), a loyalty metric that measures a company’s promoters, passives and detractors. According to Jim Bush, American Express EVP....