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?
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?
Now that you know more about using NPS (Net Promoter Score) when measuring the Voice of the Customer, let's take a closer look at two other commonly used CX KPIs. These are CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). Which KPI measures what and what does it deliver? We cover that in this blog!
