🗂 Link: Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries

It’s behavioral intention vs. satisfaction. Another reason for why the NPS correlations with growth were nominally higher is because the NPS is a measure of behavioral intention (likelihood to recommend). In contrast, the ACSI is a measure of attitude. While attitudes do predict behavior, they tend to predict behavior through behavioral intentions. This idea is also supported by Pollack & Alexandrov (2013), who argue that satisfaction can be seen as an antecedent to repurchase intentions.

Source: Comparing the Predictive Ability of the Net Promoter Score and Satisfaction in 12 Industries

🗂 Link: Spending on Customer Experience Technologies Will Reach $641 Billion in 2022, According to New IDC Spending Guide

Worldwide spending on customer experience (CX) technologies will total $508 billion in 2019, an increase of 7.9% over 2018, according to the inaugural Worldwide Semiannual Customer Experience Spending Guide from International Data Corporation (IDC). As companies focus on meeting the expectations of customers and providing a differentiated customer experience, IDC expects CX spending to achieve a compound annual growth rate (CAGR) of 8.2% over the 2018-2022 forecast period, reaching $641 billion in 2022.

Source: Spending on Customer Experience Technologies Will Reach $641 Billion in 2022, According to New IDC Spending Guide