Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross over, businesses should have a different strategy…
If you are interested in using customer feedback to drive business growth, then Net Promoter Score (NPS) can be one of the key tools in your customer experience arsenal. In…
Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those days, I am afraid, are over.…
If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them…
Think you are a customer experience expert? Well why not take our short CX quiz below to see how much you do actually know! Share your results and see how…
A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows…
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate…
2017 is set to be the year of customer experience. Customers’ expectations are continuously evolving and as markets become more competitive, CX becomes a key battleground. 86% of buyers will…
Those with some knowledge of Customer Experience will already be aware of the likes of NPS, CES and CSAT. But beyond these core metrics what other methods can be used…
First of all, let me just point out that there is a lot more to customer experience than simply measuring a score. CX metrics are an important tool to help…