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CX News

How to Use CX Metrics NPS and CES as Experience Improvements

CX metrics can be reliable sources of customer data, but if that data is not distilled, and insights integrated into business activities, then CX metrics are no more than a waste of time and business resources. Let’s explore how you can use CX metrics, NPS and CES to improve customer experiences. NPS (Net Promoter Score)NPS

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CX News

Two Key Factors that Drive Purchasing Decisions

Consumers of all ages and social classes buy depending on a combination of factors. Includingproduct features, taste and preference, product need, affordability, trends, to mention but a few.But at the core of it all. Two factors often drive purchasing decisions. That is; ● Reputation● Pricing Let’s talk about them now; Brand ReputationGenerally speaking, people will

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CX News

Three ways to get the Voice of the Customer (VOC)

Are you wondering whether a VOC solution is worth it? Well, consider this – according to Gartner Research, companies that actively engage in VOC programs spend 25% less on customer retention than those who don’t? Tuning in to the VOC unlocks important performance improvements like customer retention rates, employee engagement rates, and customer service costs.

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