What is the Net Promoter Score? Understanding NPS
The Net Promoter Score (NPS) development can be traced back to business strategist and author Fred Reichheld. In 2003, Reichheld introduced NPS in his Harvard Business Review article “The One Number You Need to Grow.” He aimed to create a simple yet effective metric to measure customer loyalty and accurately predict business growth. Reichheld realized […]
What is CSAT? Understand Customer Satisfaction
Understanding and prioritizing customer satisfaction (CSAT) is crucial for business growth and success. CSAT is a critical metric of a company’s performance in meeting customer expectations and fostering loyalty. By measuring satisfaction levels, businesses can retain existing customers and attract new ones through positive word-of-mouth and referrals. CSAT also provides insights into areas for improvement, […]
11 Ways to Improve the Customer Experience
What is the customer experience? One famous definition of customer experience (CX) comes from Shep Hyken, a renowned customer service expert: “Customer experience is the sum total of all interactions a customer has with a company. It goes beyond just providing good customer service, which is reactive, to delivering an experience at every touchpoint, which […]
