Results for : CX metrics

How To Use Data To Improve Customer Experience

What is data and why is it so important? Businesses with the foresight to differentiate their products and services in the digital era are relying on what's undoubtedly the most valuable asset in both commerce and scientific endeavors. We talk of none other than Data. Think of it this way:…

How to Improve Customer Experience in Banking

The customer journey in the banking market The minute individuals begin thinking about the institution they want to look after their financial transactions and safeguard their assets; the customer journey has started. The customer experience (CX) at every touchpoint along the way will guide him or her or the company…

Two Feedback Surveys That Will Change Your Business in 2021 and Beyond

Creating a meaningful difference in business these days, especially in a competitive marketplace, rewards CEOs who can see the bigger picture. Again and again, feedback from two critical groups delivers forward thinkers the edge they're looking for:   Company customers and CX (customer experience) Company employees and EX (employee experience)…

VoC vs. CSAT: What’s the difference, and which one should I be worried about?

The best indicator for your customer experience is when a customer returns for more business. And customer experience was easiest to measure when customers conducted business face-to-face in brick-and-mortar locations. With the increase of customer interactions occurring online today, how do you measure your customers’ happiness and satisfaction? You must…

Benchmarking 101: Why Your Results Are the Only Ones That Matter

Are you forever benchmarking your company’s results against your competitor’s, others in your industry, and virtually everyone else? It’s common practice to see how you stack up against the competition, but you may spin your wheels. With the variety of variables, data sets, and contexts between organizations, you’re comparing your…

Will Customer Effort Soon Be a Thing of the Past?

If you’ve been tracking your Customer Effort Score (CES), you’ve hopefully gained insights into ways to improve your customer relations. But if you’re also measuring Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), you’re probably wondering how important it is to track customer effort.   These KPIs have a…

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