Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Creating a better business that delivers more value to customers is the real point. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. NPS scores reward outcomes not efforts."

Consulting 135

Consulting Consulting Metrics Feedback 135

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98