What is the Net Promoter Score (NPS)?
Meet the Net Promoter Score (NPS), a powerful tool that goes beyond mere satisfaction, revealing the true advocates and detractors within your customer base.
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customer experience
What is Customer Effort Score – CES
Imagine: Your customers need to update their information in your mobile app, but it looks like a maze. Buttons are confusing, features are unclear and logging in feels like solving a puzzle. They leave in frustration, and you keep wondering what the problem is.
Unfortunately, this scenario happens all too often. But what if there was a way to measure this frustration, to quantify the effort required for customers to interact with your brand?
Meet the Customer Effort Score (CES).
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Nature of the Customer – The Essence of the Customer Experience
As Customer Experience (CX) professionals, we dedicate our time to creating outstanding experiences for customers. However, what happens when a brand ignores your needs? It feels frustrating and disappointing. In this article, John Kalambayi Mpungadelve breaks down customer-centricity and introduces KEOM Nature—King, Employer, Oxygen, and Marketer. By recognizing these four key aspects, organizations can empower
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Mastering the Art of Customer Service and Customer Experience Alignment
Customer service and Customer Experience (CX) are at the heart of every successful business. While they are distinct concepts, they share a common goal: to enhance the overall customer journey.
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How to Measure Return On Investment (ROI) in Experience Management
You’re standing in a conference room, the air thick with anticipation. A sea of faces – your company’s board members – all eyes fixed on you. They nod along as you describe your exciting new experience management (XM) program. But you can sense their unspoken question hanging in the air: “Will this actually make us money?” Sound familiar?
Return on Experience (RoX) is a concept that shifts the focus to the value generated from creating exceptional customer experiences.
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How to Maximize Return on Experience (RoX)
When businesses think about Return on Investment (ROI), they typically focus on financial returns. But in today’s experience-driven economy, focusing solely on financial metrics leaves significant value on the table.
Return on Experience (RoX) is a concept that shifts the focus to the value generated from creating exceptional customer experiences.
RoX is a crucial metric that can drive customer loyalty, increase lifetime value, and differentiate your brand in a crowded market.
In this guide, we’ll explore how to maximize RoX, using data-driven strategies and customer insights to empower your business.
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What is Omnichannel Marketing?
Closing is a make-or-break moment in sales. Closing a sale is a difficult technique to master, and even the best in the industry struggle with it. One of the biggest sales myths is that certain people are just born with the ‘it’ and that their gift makes them naturally exceptional salespeople.
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What’s The Right Customer Experience For Your Brand?
The encounters and experiences your client has with your business along the whole customer journey, from the initial contact to becoming a happy and loyal customer, are defined as customer experience (also known as CX). Customer Experience (CX) is an important component of Client Relationship Management (CRM), since a customer who has a pleasant experience
What’s The Right Customer Experience For Your Brand? Read More »
What’s The Right Customer Experience For Your Brand?
The encounters and experiences your client has with your business along the whole customer journey, from the initial contact to becoming a happy and loyal customer, are defined as customer experience (also known as CX). Customer Experience (CX) is an important component of Client Relationship Management (CRM). A client who has a pleasant experience with
What’s The Right Customer Experience For Your Brand? Read More »