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See What's Inside

    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

Lead the Strategy that Transforms CX

Get this playbook—or unlock every playbook in our Strategy Certification Series. Every playbook is designed to help you step into your role as a Certified CX Strategic Performance Leader with clarity, authority, and the foresight to steer your team toward long-term success.

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