The Ultimate Guide to Customer Experience Metrics and How They Affect Your Business
Customer experience (CX) is the impression that your brand makes on your customers through the customer’s buying journey. It affects … Read more
CX Metrics
The Best CX Solutions and Why You Need to Invest in One
In today’s competitive marketplace, a war is being fought, not only for a customer’s buying power, but also for their … Read more
Top 3 Reasons why most NPS programs miss the mark in delivering business outcomes
The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more
Measuring Customer Experience Impacts Revenue Growth………..…Right??
Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority … Read more
UX in a CX Context: “Seeing the Wood for the Trees”
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms … Read more
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it … Read more
Customer Journey Maps – From Sticky Notes to Sticky Customers!
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – … Read more
Using Business Driver Data to be more Proactive with CX
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside … Read more
Net Promoter Score – Stop Obsessing Over the Score
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over … Read more
Closed Loop Feedback Empowers the Frontline
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a … Read more
