NPS isn't a metric you bolt onto an existing survey, it's a process you build into the business. Confuse the two and you get the question without the value. Here are the seven steps, refined over 15 years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.
There are dozens of CX metrics on offer, and most companies pick wrong — either tracking everything and acting on nothing, or fixating on the single number their CEO heard about at a conference. Here are the eight metrics that actually matter, when to use each one, and the best-practice rules for tying them back to business outcomes.
![How to Calculate Net Promoter Score in Excel/Google Sheets [with Download]](/_astro/net-promoter-score-excel-calculator.B48SXQC0.jpg)
You don't need a dedicated NPS platform to calculate NPS — Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.
![[Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program](/_astro/cybercx-boardroom-illustration.IqPxX52W.png)
CyberCX was formed in 2019 by merging twelve Australian cybersecurity brands — and they built a serious CX program from scratch across the resulting structure. Two years in, it's adding measurable value. The COO and the NPS Program Manager share what worked: senior sponsorship that didn't waver, repeated communication, KPI discipline, and looking for what isn't there alongside what is.
Marketers dream of customers promoting the brand without being paid to. Advocacy marketing is how you make that systematic instead of accidental, turning your best customers into named brand ambassadors via incentives, sharing tools and community. Here's how advocacy marketing actually works in B2B, including the four techniques that consistently produce ambassadors who stay.
Email marketing is still one of the highest-ROI levers in B2B, and it's also where most teams quietly turn into spammers. The difference between the two is a small set of professional habits: the right list, immediate nurture, decision-making-unit targeting, segmentation, and send-time testing. Here are the secrets worth stealing, in a form you can actually apply.