Articles
Tag: nps
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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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Are Your Customer Experience Metrics Setting You Up For Success?
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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What is a Net Promoter Score? And Why You Should Know
Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question.
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How to Measure Customer Experience Beyond Net Promoter Score
Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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Measure Customer Use of Things, Not Customer Satisfaction With Things
Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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4 Questions You're Not Asking of Your Customer Experience
According to Forrester, 80 percent of US adults report that what they most value in a customer service exchange is when a company values their time. That finding dovetails with a Walker survey projecting that by 2020, customer experience will be the biggest brand differentiator, usurping both price and product.
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Are Your Customer Metrics Making an Impact?
"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10
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When It Comes to Customer Feedback, Less Is More
How many times have you gone into the drugstore and bought just one item, only to get a receipt that was a foot long because the store wanted you to log onto a website, enter a code and fill out a survey about your experience? It’s probably more times than
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Everything You're Doing With Net Promoter Score Is Probably Wrong
Whether your company is a start-up or a well-oiled machine, there’s one figure almost all brands reference to prove their success — the Net Promoter Score (NPS). While it’s a strong indicator of consumer loyalty, NPS was never meant to be an end-all-be-all measurement.
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NPS2: Way More Than a Metric
Just when you thought you had this whole Net Promoter Score (NPS) thing down — it changes. From its beginnings as a metric of customer loyalty to today’s focus as a driver of customer experience innovation, the NPS methodology is entering a new phase, with a new name: NPS2.
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