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!
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?
