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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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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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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Voice of the Customer (VOC)

Voice of the Customer (VOC) is a critical component in any business’s efforts to satisfy their customer’s needs and wants. It allows you to understand the customer experience you are delivering through listening to the customer. Essentially, VOC is the practice of listening to your customers. VOC involves listening to what the customer is saying …

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Why Calculating Net Promoter Score (NPS) is Important for your business

In today’s business environment, no firm can afford to ignore what customers say to family, friends, and business associates about their services. It is estimated that it takes between 14 and 16 good reviews to reduce one bad review about a company’s services. With the stakes so high, every business ought to prioritize the customer …

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