When feedback becomes a burden for the customer
Customer experience (Customer Experience, CX) has in the last decade become one of the main pillars of competitive advantage. With this, the pressure for systematic measurement is also [...]
Customer silence is a warning signal, not satisfaction
Most companies work with the voice of the customer. But in reality, they only listen to those who speak up. And that is a fundamental problem. According to [...]
Why CX Metrics Need More Than One Number
In customer experience management (Customer Experience, CX), we have a weakness for simplicity. One number, one trend, one decision. NPS (Net Promoter Score) 42. CSAT (Customer Satisfaction Score) [...]
Satisfaction misleads, loyalty decides.
Most customer surveys create a reassuring impression. The Customer Satisfaction Score (CSAT) exceeds 80%, the Net Promoter Score (NPS) is positive, and formal complaints are minimal. Yet customers [...]
Customer sensitivity matters more than the score itself
In economics, elasticity is one of the fundamental concepts: it describes how sensitively demand reacts to a change in price. In the field of customer experience (CX), we [...]
Loyalty breaks before you measure it
Most companies today measure Customer Experience (CX) in a way that would appear outdated in other disciplines: they look into the past. Tools such as NPS (Net Promoter [...]
When ambition outpaces capabilities, or why CX strategies fail
Customer Experience (CX) strategies are often created in the boardrooms of top management. Ambitions tend to be high, presentations convincing, and the target state inspiring. The problem [...]
