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"The Marketer's Guide to Mastering Customer Satisfaction"

5 powerful ways NPS and CSAT fuel loyalty, advocacy, and revenue

Let’s be honest: marketers love numbers. Open rates, click-throughs, conversion percentages, we live and breathe data. But when it comes to NPS and CSAT, those tidy little scores can create a false sense of security. “We’re at a 45 NPS so we must be doing great!” Not necessarily. Scores alone are like a movie trailer: a quick impression, not the full story. 

What really matters is what sits behind the numbers. Why did a customer rate you a “6” instead of an “8”? What’s nudging them to cancel a subscription, or rave about you to their peers? Those insights are gold — and marketers who can capture and act on them gain an undeniable edge. 

This guide will take you beyond the surface. We’ll explore five real-world use cases where NPS and CSAT aren’t vanity metrics but strategic levers for loyalty, retention, and advocacy.  

Each use case unpacks a scenario, the solution, and the outcomes. 

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