Articles
Tag: nps
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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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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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