CX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.
Read StoryForward thinking companies have shifted their business model to accommodate these new, digital, customer expectations.
Read StoryBoth the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?
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