eglobalis
JULY 2, 2024
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?
eglobalis
NOVEMBER 26, 2024
Empathy must transcend emotional acknowledgment and evolve into a driver of actionable outcomes that solve real problems, align with client goals, and deliver measurable value. Measuring Empathy’s Business Impact Empathy in B2B must be measurable to ensure its effectiveness. However, empathy cannot exist in isolation.
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eglobalis
DECEMBER 17, 2024
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.
eglobalis
AUGUST 19, 2024
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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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power? Do loyalty metrics need to be reassessed?
eglobalis
NOVEMBER 3, 2024
Measure What Matters and Getting Clarity Traditional metrics often fall short in fully capturing the effectiveness of personalized CX strategies. By focusing on metrics that truly matter, B2B companies can better ensure that their CX strategies drive meaningful, measurable outcomes and foster deeper, long-term client loyalty.
Retently
JANUARY 13, 2025
By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? NPS looks at loyalty.
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort. Customer Experience is the new black.
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The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales. How to measure Emotional Experience and EVI®. This led to the creation of the EVI®, the Emotional Value Index. From this eBook you will learn: What is Emotional Experience and why it is important. What is the Emotional Value Index (EVI®).
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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