NPS is as popular with CEOs as it discredited by academics. Oversimplifying customer loyalty and customer experience has a certain board-level appeal—until it fails to deliver the business results the board expects. Yet displacing NPS is hard. The answer is, in the infamous Microsoft phrase, to "embrace, extend, and extinguish" it. Researchscape will share a case study of piloting a loyalty program to test generic versions of the Net Promoter Score, TNS's Loyalty Model, Forrester's Customer Experience Index, the ACSI CSAT model, the Apostle Model, and BOB's RAPID to identify the best loyalty measure for the client's unique customer mix. And they will share how you can do the same to identify your own ultimate questions. Questions that actually help predict business results.