Are your customers happy? Whether they are, or they aren’t, do you know why?

These might seem like simple questions, but the implications of the answers are extremely complex. Every business, brand, and bottom line depends on happy customers. Companies do not go a day without assessing financial performance. The same should be true of measuring customer satisfaction. The two are inextricably linked.

Many different metrics and methodologies for measuring customer satisfaction exist. No one piece of customer feedback tells the full story. Combining metrics to paint a picture of what happens when customers interact with your business is vital.

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What is Customer Experience Strategy?

The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy.

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