6 rules for success in measuring NPS®
We all know that NPS® is a very powerful metric for measuring customer loyalty with a single question. What few people know is that it was developed to be a management model within companies, and not just a research metric as many believe. According to Fred Reichheld, author of the book […]
What is customer success: Deliver results with customer loyalty
For a long time, companies believed that to sell more, all they had to do was hire more salespeople and keep them motivated. Well, that worked for a while, but today customer success is the biggest emerging growth opportunity in business. Studies show that it is 5 to 25 times more expensive to acquire a new customer, […]
Customer Effort Score (CES): What it is, and how to measure customer effort
As a customer service leader, you aim to make the customer's life easier, right? In this content, understand the Customer Effort Score metric to see how customer effort impacts revenue and customer loyalty. But taking a step back, it's a fact that most customer service professionals are familiar with both […]
CSAT (Customer Satisfaction Score): What it is, how to calculate and apply it
Customer satisfaction is one of the most important factors for the success of any business. Companies that manage to meet their customers' expectations are more likely to maintain their loyalty and recommend their products or services to others. And one of the most effective ways to measure customer satisfaction is […]
Practical Guide: Customer Experience Metrics
When it comes to customer experience metrics, many details must be taken into account. Knowing the advantages and disadvantages of each metric is essential for implementing a good customer-centric strategy, isn't it? According to a study by Lee Resources, for every dissatisfied customer who complains, 26 remain silent. So if you […]