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The book 'Growth IQ' challenges traditional paradigms of business growth strategies by presenting a new approach that emphasizes the importance of customer experience (CX) in driving growth. It argues that in a connected world where customers heavily rely on reviews to choose brands, focusing on CX can provide a significant competitive advantage. The book suggests that CX should inform every business unit and every decision, and that building customer relationships is a long-term investment that cannot be shortcut by simply spending more on advertising. It also introduces the concept of tracking CX through metrics like Net Promoter Score (NPS), Customer Satisfaction Scores (CSAT), and Voice of the Customer (VOC) research. This approach is presented as a prerequisite to the success of every other growth path.
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In a connected world where 70% of customers use reviews as the key source to choose among brands, focusing on customer experience (CX) can be a powerful source of competitive advantage. To do this, CX must inform every business unit and every decision. It can take years to build customer relationships and there is no way to fake this path through spending or advertising more. However, the rewards are loyal customers who are repeatedly willing to spend more for your brand. A good way to track your CX is to monitor your Net Promoter Score (NPS), Customer Satisfaction Scores (CSAT) and Voice of the Customer (VOC) research. This path is a prerequisite to the success of every other growth path.
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How do you find the right strategy to grow your organization in a rapidly changing business environment? "Growth IQ" distills decades of tested strate...
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