Articles
Tag: nps
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Companies Are Misusing Net Promoter Scores: Here’s How to Fix That
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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How to Understand Customer Churn When There Is No Return
Is a one-time visitor valuable?
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It’s Time to Set Your 2022 CX Goals
It doesn’t matter if your organization uses SMART goals or OKRs — you must be clear about what you’re trying to accomplish with your customer experience.
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Beware the Customer Experience Metrics Manipulators
As business leaders, we tend to rely on quantifiable metrics because — as the old adage goes — “numbers don’t lie.” Except, of course, when they do.
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How Do You Make Customer Effort Score Data Actionable?
It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable?
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What Is the Net Promoter Score?
Looking at the foundational principles of the Net Promoter Score (NPS), one of the most common customer experience metrics.
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Why You Need Real-Time Insights to Improve Customer Experience
With customer experience now a major point of competition, it's no surprise the ability to measure and improve CX has become a bigger priority.
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5 Ways to Optimize Your Surveys for Better Customer Experience
When done properly, surveys can be instrumental in collecting actionable insights from customers that ultimately improve the customer experience.
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Common Ways CX Practitioners Use Voice of the Customer Templates
We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback.
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6 KPIs to Measure the Omnichannel Customer Experience
This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience.
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Which KPIs Are Right to Measure Your Customer Experience?
Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts.
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Customer Feedback: A Goldmine in Your Midst
Collecting feedback is just one part of the process. What’s more important is what you do with the data.
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7 Voice of the Customer Metrics You Shouldn't Ignore
VoC is a critical part of understanding your customers' journey. Here are the VoC metrics that you should focus on, and some you may have been ignoring.
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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