Remove Customer Expectations Remove NPS Remove Touchpoint
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CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

B2B 494
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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

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B2B CX – Strategy & Business Alignment

ECXO

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency.

B2B 301
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The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

eglobalis

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

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The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. Think “Survey+” for Customer Feedback.

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.