Rob Markey makes a crucial point—customer satisfaction isn’t enough; what really matters is competitive preference. But here’s the challenge: most companies aren’t measuring it properly.
At ConvertML, we see this all the time:
- NPS alone doesn’t tell you where you stand in the competitive landscape. A high score is meaningless if customers still prefer your rival.
- Traditional surveys are lagging indicators. Businesses need real-time, predictive insights to track preference shifts as they happen.
- Winning companies don’t just measure preference—they actively optimize for it. That means dynamically adjusting offers, messaging, and experiences based on competitive positioning.
Love this discussion, Rob Markey! The real question: Is your company still relying on static NPS scores, or are you actively shaping customer preference?
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