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Check out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. 📒1.1 Welcome to Mastering Executive KPIs

    2. 📒 1.2 KPIs for Executives

    1. 📒 2.1 Understanding & Leveraging Net Promoter Score (NPS)

    2. 🧠 2.2 Practice Exercise: Understanding and Using Net Promoter Score (NPS)

    3. 📒 2.3 Understanding & Using CSAT (Customer Satisfaction Score)

    4. 🧠 2.4 Practice Exercise: Understanding and Using Customer Satisfaction (CSAT)

    5. 📒 2.5 Customer Effort Score (CES) & Supporting Metrics

    6. 🧠 2.6 Practice Exercise: Measuring & Presenting Customer Effort Score (CES)

    1. 📒 3.1 Understanding & Using Repeat Contact Rate (RCR)

    2. 🧠 3.2 Practice Exercise: Reducing Repeat Contact Rate (RCR) for Better CX & Efficiency

    3. 📒 3.3 Understanding Cost-to-Serve per Customer

    4. 🧠 3.4 Practice Exercise: Understanding & Applying Cost-to-Serve per Customer

    1. 📒 4.1 Managing Customer Escalations & Regulatory Complaints as Executive KPIs

    2. 🧠 4.2 Practice Exercise: Managing High-Risk CX KPIs

    3. 📒 4.3 Identifying & Presenting Top 3 CX Themes from Customer Feedback

    4. 🧠 4.4 Practice Exercise: Identifying & Presenting CX Feedback Themes

    1. 📒 5.1 How to Structure Your Board Presentation

    2. 🧠 5.2 Practice Exercise: Presenting CX KPIs to the Board

    3. ✔️ 5.3 Knowledge Check: How to Update The Board

    1. 📒 Reporting CX Metrics to the Board — What to Know and Do Next

    2. 📖 Download Your Workbook

About this course

  • $149.00
  • 21 lessons
  • 0.5 hours of video content

Get this course—or unlock access to every course in our Certification Series.

Each one is built with the same goal: helping you become a Certified CX Strategic Pro Leader (CCXSPL)

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