Is the NPS a predictor of growth?

Net Promoter Score Predictor Growth

18 December 2014 – Andrew Cook People often comment that customer experience is the “fluffy stuff” in a company, and much like marketing, its effect can’t really be measured. Many companies use the Net Promoter Score (NPS) to measure satisfaction and our entire business is built on the technology that companies need to do this. While you can measure whether … Read More

Is it hard to be your customer?

Be Your Customer Satisfaction Strategy

18 December 2014 – Andrew Burns The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer Satisfaction Score metrics measures the overall customer experience, one thing it doesn’t do is focus on whether or not your customers have to make an effort to deal with your … Read More

Aiming high on your Customer Satisfaction Score

Aiming High Customer Satisfaction Score

11 December 2014 – Andrew Burns In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has become a key element of business strategy. It is therefore essential that businesses effectively manage their Customer Satisfaction Score. Why do we need a metric in the first place? There are two main reasons … Read More

Effecting efficiency and the Customer Effort Score

Efficiency Customer Effort Score Smile

05 December 2014 – Andrew Burns Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional experiences are driving critical outcomes. Enter the Customer Effort Score: a leading indicator of consumer loyalty based on the interrelationship between customer effort, expectation and loyalty. How the Customer Effort Score … Read More