The CX metric your team already owns but never actually uses
In every meeting where the customer experience budget gets decided, the same uneven contest plays out. The CX manager walks in with an NPS (Net Promoter Score, a [...]
How to link CX metrics with the company’s financial performance
In most companies today, it is not a problem to obtain NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or CES (Customer Effort Score). The problem arises one [...]
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Most companies today measure Customer Experience (CX) in a way that would appear outdated in other disciplines: they look into the past.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 [...]
NPS drives growth more than companies are willing to admit
Net Promoter Score (NPS) has become one of the most widely used indicators of customer experience (Customer Experience, CX) over the past decade. Its popularity is based on [...]
