{"href":"https://api.simplecast.com/oembed?url=https%3A%2F%2Fthisiscx.simplecast.com%2Fepisodes%2Fwsj_nps_reaction-e9e6144d","width":444,"version":"1.0","type":"rich","title":"Reaction to the Wall Street Journal's Article on NPS","thumbnail_width":300,"thumbnail_url":"https://image.simplecastcdn.com/images/0218b7/0218b775-fae5-48bd-9992-c4d3f964c550/c11aec7c-d16f-4b03-939a-fd8587cbf657/1559745513artwork.jpg","thumbnail_height":300,"provider_url":"https://simplecast.com","provider_name":"Simplecast","html":"<iframe src=\"https://player.simplecast.com/c11aec7c-d16f-4b03-939a-fd8587cbf657\" height=\"200\" width=\"100%\" title=\"Reaction to the Wall Street Journal&apos;s Article on NPS\" frameborder=\"0\" scrolling=\"no\"></iframe>","height":200,"description":"In this episode, Mike and Paul discuss the Wall Street Journal’s article about the Net Promoter Score (NPS) as a “fad” metric being used by organizations in an attempt to demonstrate their focus on customers – ultimately highlighting many perceived challenges with the metric itself. They discuss what the article got right, what it got wrong, and some best practices to avoid the identified measurement challenges."}