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Satisfaction Metrics Are Killing Innovation
In this article, we argue that traditional satisfaction metrics like CSAT and NPS trap companies in the safe middle ground, rewarding predictability over bold innovation. Drawing on behavioral science, philosophy, and a fictional airline case study, this article shows why satisfaction is a ceiling, not a launchpad — and how CX leaders can measure emotion, memory, and loyalty behaviors to create experiences that are memorable, meaningful, and truly differentiating.
