The Next Question
Take the customer experience to the next level with the Value Experience Score.
As the result of decades dedicated to teaching, research, and hands-on implementation across hundreds of companies, Roberto Madruga presents VXS in this book, an unprecedented indicator that goes beyond NPS, CSAT, and CES by measuring what no traditional KPI can capture: how genuinely valued the customer feels by the company. VXS doesn't replace existing indicators. It completes them, revealing the emotional dimension that sustains real loyalty and turns satisfied customers into Customer-Promoters.
What this book delivers
- The complete VXS methodology with its 5 structuring questions
- The 4 valuation zones that translate feelings into action strategies
- 13 strategic cross-analyses that turn data into precise decisions
- Customer Value Journey Mapping (CVJM)
- Ready-to-use tools: checklists, templates, frameworks, and dashboards
- Practical applications in CX, CS, Marketing, Sales, and HR
- The complete Valuation Ambassadors Program
- Training scripts and capacity-building tracks for teams
- A 7-phase VXS implementation roadmap
- How to structure VXS governance and improve company culture
For your company
Bulk copies with special conditions for training, events, and internal programs, including custom editions with your company's brand. Talk to Conquist.
Go deeper into VXS
From reviewing your customer research to building a valuation ambassadors program, with the method's creator and the Conquist team.
Implement VXS at your company