Strategy Echoes of the Air: When Three Realities Live in Different Rhythms The strategy is launched in a spectacular way. The slides are polished, the vision is clear, and the goals are measurable. For a moment, everything seems clear – but after just a few months, silence reigns in the organization. Not because anyone objected. But because the message didn't resonate. When a common direction breaks into three realities Every organization has at least three realities: The st

NPS 75 – but customer churn 20%. Why doesn't a great metric mean loyalty? Customer experience leaders love NPS numbers. They’re fast, comparable, and easy to report to management. Yet many have experienced the same surprise: customer satisfaction goes up, but the most important customers leave. What happened? When the meter only tells us what we want to hear The numbers look pretty. An NPS of 75 tells you that customers recommend – but it doesn’t tell you why. Qualitative r