Customer loyalty is often a major objective within Customer Experience. You can analyze loyal behavior, for example from your sales figures or your CRM system. How do you find out about the customer's experience with your organization and how does this experience influence the intrinsic conviction (from the heart) and the loyal behavior of the customer?
As an organization, how do you figure out when a customer is really excited? How do you measure results and set customer-centric goals, challenges and targets? In what ways do you make customer enthusiasm concrete for your employees? And how do you encourage colleagues to perform the maximum for the customer every day?
As an organization, how do you find out when a customer is truly enthusiastic, satisfied or loyal? There are several methods for measuring this. Customer Satisfaction Score (CSAT) is a popular KPI to measure customer satisfaction. In this blog you will read what exactly the KPI means, how to calculate it and use it in practice.