{"id":806368,"date":"2023-08-08T16:05:37","date_gmt":"2023-08-08T16:05:37","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=806368"},"modified":"2025-08-20T04:37:17","modified_gmt":"2025-08-20T11:37:17","slug":"taylor-beyonce-and-nps-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/","title":{"rendered":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts"},"content":{"rendered":"\n<h3 class=\"wp-block-heading has-text-align-center\"><strong>In a Hurry? We&#8217;ve Got You! Listen to this week&#8217;s Blog Post Review:<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/08\/Taylor-Swift-Survey-Beyonce-and-NPS.mp3\"><\/audio><\/figure>\n\n\n\n<p>Often when we write about <a href=\"https:\/\/www.questionpro.com\/cx\/\">customer experience<\/a>, we tend to focus on functions like creating customer journey templates, measuring customer experience touchpoints, and selecting a <a href=\"https:\/\/www.questionpro.com\/cx\/\">customer experience software platform<\/a>. Even on the most interesting of days, we might get to discuss an interesting <a href=\"https:\/\/www.questionpro.com\/blog\/why-invest-in-customer-experience-cx\/\">financial linkage analysis<\/a> and some key strategies that we planned in an <a href=\"https:\/\/www.youtube.com\/watch?v=-dqGVbK59Sw\">Outer Loop<\/a> initiative.&nbsp;<\/p>\n\n\n\n<p>While I generally find these things to be fun (I wouldn\u2019t be in the industry if I did not), sometimes we get to write about some things that are even more \u201cfun-tastic\u201d. Yes, I am talking about going to the show &#8211; the big show, the most talked about show.<\/p>\n\n\n\n<p>There has been no shortage of discussion inside the walls of QuestionPro about the Taylor Swift Eras Tour. Our in-house Swifty started with an impromptu survey that has turned into a media showcase. With headlines like \u201c<a href=\"https:\/\/www.cbc.ca\/news\/business\/taylor-swift-tickets-tour-economy-armstrong-1.6879449\">Is Taylor Swift Saving the Economy?<\/a>\u201d and \u201c<a href=\"https:\/\/themessenger.com\/entertainment\/taylor-swifts-eras-tour-responsible-for-nearly-5b-in-consumer-spending\">Taylor Swift\u2019s \u2018Eras\u2019 Tour Responsible for Nearly $5 Billion in Consumer Spending<\/a>\u201d splashed across news sites, it is all the more gratifying that we contributed to those headlines through our QuestionPro research.<\/p>\n\n\n\n<p>Read through the first paragraph or two in any of these stories, and you\u2019ll see the QuestionPro name. As I mentioned last week, I get very excited when I see our name in print (or online, as in most of these cases in the modern era).&nbsp;<\/p>\n\n\n\n<p>While that tour wraps up in Los Angeles on August 9th, there is another high-profile tour making its way through the United States, Beyonc\u00e9, and her Renaissance World Tour. We decided to run a little test &#8211; a research survey &#8211; that focused on those that attended either of the events just to get their perceptions. Inspired by our <a href=\"https:\/\/www.questionpro.com\/cx\/\">CX Enterprise Software<\/a>, we measured the Net Promoter Score of the attendees of the tours.&nbsp;<\/p>\n\n\n\n<p>To start with, I decided to conduct an impromptu <a href=\"https:\/\/www.questionpro.com\/blog\/tools-to-help-you-analyze-social-media-chatter\/\">social media analysis<\/a> to compare the relative volume of conversations for each artist.<\/p>\n\n\n\n<p>Using Google Trends, it looked like the conversations from June 1st to July 31st surrounding the two musicians\u2019 tours were overwhelmingly about the Eras Tour (without considering if it was positive or negative through any form of sentiment analysis). When we asked individuals how likely they were to recommend the tour they attended to friends and family, both tours received extremely positive Net Promoter Scores:&nbsp;<\/p>\n\n\n\n<ul>\n<li>Taylor Swift &#8211; Era\u2019s tour = 68&nbsp;<\/li>\n\n\n\n<li>Beyonc\u00e9 &#8211; Renaissance Tour = 71<\/li>\n<\/ul>\n\n\n\n<p><em>Note: If you are reading this because you saw Taylor or Beyonc\u00e9 and you are new and not really sure about the Net Promoter Score, I would recommend that you read up on how that is computed by looking at our information about <a href=\"https:\/\/www.questionpro.com\/nps-plus\/\">QuestionPro NPS<\/a> and building an effective <a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\">customer experience strategy<\/a> through understanding the <a href=\"https:\/\/www.questionpro.com\/voice-of-customer.html\">Voice-of-the-Customer<\/a>.&nbsp;<\/em><\/p>\n\n\n\n<p>For those familiar with NPS scores, when you consider the range from -100 to +100, we tend to estimate that 25% of brands will have a score below 0. To put the other scores in perspective, a score of 20 or more is pretty good, and any score above 50 would be considered a great achievement.&nbsp;<\/p>\n\n\n\n<p>Let\u2019s take nothing away from either artist (we\u2019re not trying to be Kanye West at the 2009 Video Music Awards); both those scores are amazing. If you consider the entire customer journey for a fan of either attending a concert, there was probably a typical <a class=\"wpil_keyword_link\" href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\"   title=\"customer journey map\" data-wpil-keyword-link=\"linked\"  data-wpil-monitor-id=\"240\">customer journey map<\/a> lifecycle &#8211; awareness of the tour, the anticipation of making a purchase, and perhaps the stress of the purchase decision (some prices were quite high), the event and the evaluation of the entire experience ahead of making a recommendation to others.<\/p>\n\n\n\n<p>Naturally, a die-hard fan is likely to highly recommend such an experience; then, there were others that perhaps joined in the events in support of a relative, partner, or friend but may not have been as enthusiastic as the die-hard supporter. However, for our purposes, let us suppose the segments of participants were relatively the same: What would make for the slight difference in score?&nbsp;<\/p>\n\n\n\n<p>It would not take much research to understand that the <a href=\"https:\/\/www.questionpro.com\/cx\/cx-reputation\/\">CX Reputation<\/a> for Taylor Swift&#8217;s Eras Tour may have been impacted by the ticket-buying experience and the reseller market. The shows by each artist are relatively the same (intentionally) in the varied markets. However, it is the one subtle nuance between the two tours that stands out. While the news cycles discussed exorbitant resale prices on tickets for Taylor Swift shows, the Beyonc\u00e9 tour had no such \u201cbad press\u201d at the same level regarding the online reselling of concert tickets.&nbsp;<\/p>\n\n\n\n<p>In the Customer Experience space, we frequently talk about the differences between a \u201cgreat\u201d interaction and even an \u201cabove average\u201d interaction in small details. While I did not conduct full cycle <a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\">customer feedback loop<\/a> surveys for every fan of each tour, it just goes to show that the \u201clittle something extra\u201d (sometimes it is good, sometimes it is bad) can make all the difference between a Promoter and a Passive.&nbsp;<\/p>\n\n\n\n<p>With our 2023 B2C NPS Benchmarks showing E-Commerce companies with an average NPS of 62 and Internet &amp; Software Services with an average NPS of 4, I don\u2019t think Taylor and Beyonc\u00e9 need to worry too much about the Detractors. If you were able to attend one, I just hope you enjoyed the show.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Is there something wrong with your customer experience?<\/h2>\n\n\n\n<p>When you complete an honest assessment, the outcome can be beneficial, particularly when it comes to your Customer Experience program.<\/p>\n\n\n\n<p>Take five minutes and complete an audit for your organization<a href=\"https:\/\/info.questionpro.com\/en\/customer-experience-audit\"> here<\/a>.&nbsp;<\/p>\n\n\n\n<p>You may discover a gap in measurement, an opportunity to improve a process, the place where an organizational shift needs to take place or an opportunity to win a greater share of your customers\u2019 wallets.&nbsp;<\/p>\n\n\n\n<p>We all want that bigger \u201creturn\u201d. In this situation, the worst case scenario is that you\u2019ll get some information that will help your organization since there is no cost or obligation in completing this audit.<\/p>\n\n\n\n<p><p style=\"text-align: center;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/en\/customer-experience-audit\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Take CX Audit Now<\/strong><\/a><\/p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a Hurry? We&#8217;ve Got You! Listen to this week&#8217;s Blog Post Review: Often when we write about customer experience, [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":806369,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170,1811],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"In a Hurry? We&#039;ve Got You! Listen to this week&#039;s Blog Post Review: Often when we write about customer experience, we tend to focus on functions like\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"In a Hurry? We&#039;ve Got You! Listen to this week&#039;s Blog Post Review: Often when we write about customer experience, we tend to focus on functions like\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2023-08-08T16:05:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-20T11:37:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/08\/Taylor-and-Beyonce.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1255\" \/>\n\t<meta property=\"og:image:height\" content=\"705\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts\",\"datePublished\":\"2023-08-08T16:05:37+00:00\",\"dateModified\":\"2025-08-20T11:37:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\"},\"wordCount\":1026,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"CX\",\"Tuesday CX Thoughts (TCXT)\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\",\"name\":\"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2023-08-08T16:05:37+00:00\",\"dateModified\":\"2025-08-20T11:37:17+00:00\",\"description\":\"In a Hurry? We've Got You! Listen to this week's Blog Post Review: Often when we write about customer experience, we tend to focus on functions like\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.questionpro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Tuesday CX Thoughts (TCXT)\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/tcxt\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"name\":\"QuestionPro\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\",\"name\":\"QuestionPro\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"contentUrl\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"caption\":\"QuestionPro\"},\"image\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/questionpro\",\"https:\/\/twitter.com\/questionpro\",\"https:\/\/www.linkedin.com\/company\/questionpro\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\",\"name\":\"Ken Peterson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"caption\":\"Ken Peterson\"},\"description\":\"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.\",\"url\":\"https:\/\/www.questionpro.com\/blog\/author\/ken\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro","description":"In a Hurry? We've Got You! Listen to this week's Blog Post Review: Often when we write about customer experience, we tend to focus on functions like","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/","og_locale":"en_US","og_type":"article","og_title":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro","og_description":"In a Hurry? We've Got You! Listen to this week's Blog Post Review: Often when we write about customer experience, we tend to focus on functions like","og_url":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2023-08-08T16:05:37+00:00","article_modified_time":"2025-08-20T11:37:17+00:00","og_image":[{"width":1255,"height":705,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/08\/Taylor-and-Beyonce.jpg","type":"image\/jpeg"}],"author":"Ken Peterson","twitter_card":"summary_large_image","twitter_creator":"@questionpro","twitter_site":"@questionpro","twitter_misc":{"Written by":"Ken Peterson","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/"},"author":{"name":"Ken Peterson","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0"},"headline":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts","datePublished":"2023-08-08T16:05:37+00:00","dateModified":"2025-08-20T11:37:17+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/"},"wordCount":1026,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"articleSection":["CX","Tuesday CX Thoughts (TCXT)"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/","url":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/","name":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/#website"},"datePublished":"2023-08-08T16:05:37+00:00","dateModified":"2025-08-20T11:37:17+00:00","description":"In a Hurry? We've Got You! Listen to this week's Blog Post Review: Often when we write about customer experience, we tend to focus on functions like","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/taylor-beyonce-and-nps-tuesday-cx-thoughts\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.questionpro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"CX","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/"},{"@type":"ListItem","position":3,"name":"Tuesday CX Thoughts (TCXT)","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/tcxt\/"},{"@type":"ListItem","position":4,"name":"Taylor, Beyonce, and NPS \u2014 Tuesday CX Thoughts"}]},{"@type":"WebSite","@id":"https:\/\/www.questionpro.com\/blog\/#website","url":"https:\/\/www.questionpro.com\/blog\/","name":"QuestionPro","description":"","publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.questionpro.com\/blog\/#organization","name":"QuestionPro","url":"https:\/\/www.questionpro.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","contentUrl":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","caption":"QuestionPro"},"image":{"@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/questionpro","https:\/\/twitter.com\/questionpro","https:\/\/www.linkedin.com\/company\/questionpro\/"]},{"@type":"Person","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0","name":"Ken Peterson","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","caption":"Ken Peterson"},"description":"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.","url":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"}]}},"featured_image_src":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/08\/Taylor-and-Beyonce.jpg","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/08\/Taylor-and-Beyonce.jpg","author_info":{"display_name":"Ken Peterson","author_link":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"},"_links":{"self":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/806368"}],"collection":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/users\/46"}],"replies":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/comments?post=806368"}],"version-history":[{"count":5,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/806368\/revisions"}],"predecessor-version":[{"id":1035630,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/806368\/revisions\/1035630"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media\/806369"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media?parent=806368"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/categories?post=806368"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/tags?post=806368"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}