Tag

NPS

How American Express Turned Customer Feedback Into Forty Years of Category Dominance

American Express has been running one of the most disciplined customer feedback operations in any consumer category for over forty years. Voice of the Customer, NPS, Centurion-tier loops, OPEN Small Business research, Resy network. Customer feedback as infrastructure, not survey program.

EPR Editorial Team · May 22, 2023

Marketing

CX Metrics in 2026: From NPS to Citation Share — The Four-Layer Stack

CX measurement in 2026 is no longer NPS plus a satisfaction survey. The brands compounding measure across operational inputs, commercial outputs, Citation Share, and real-time signal. Apple, Disney, Sephora, Starbucks, American Express, Patagonia, Toyota, Chewy, Costco.

EPR Editorial Team · Jul 22, 2022