Articles
Ask yourself the question: are we measuring and managing the right things?
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The one thing all of these metrics share in common? An unwavering commitment to customer needs.
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Customer expectations for CX are rising faster than companies’ efforts to meet those expectations.
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When it comes to measuring customer experience, you've got options. But what matters at the end of the day is how you use that information.
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If your customer experience model stays the same year after year, you've got a problem.
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Approaching customer experience measurement through the lens of acquisition, engagement and retention.
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Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company.
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Customer-related metrics should be viewed as part of an overall ecosystem and not as separate performance indicators.
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Sales metrics are lagging indicators that just tell retailers how they did in the past — and often too late to prevent CX failures from impacting future sales.
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