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NPS isn’t really about recommendation

November 21, 2015

NPS isn’t really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose

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Voice of the Customer – Great! But what is it?

April 18, 2015

The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for a few different reasons, it is also arguably the most mysterious and misunderstood of all of the CX measurement techniques. Voice of the

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Developing a Customer Experience Dashboard

February 7, 2015

We recently made some observations in an online forum regarding the development of Customer Experience (CX) Dashboards, so thought we would share them via the blog as well: Getting Customer Experience Dashboards right… …can be difficult and it can be easy to end up with a mess. In our experience, there are some general principles that we find generally work: Use a combination of perception-based & performance-based metrics – Perception-based can

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