Category: Customer Success

The Advantages of NPS Over CSAT, CES and Other Customer Satisfaction Metrics

The Advantages of NPS Over CSAT, CES and Other Customer Satisfaction Metrics

Since it was first introduced in 2003, Net Promoter Score® has established itself as the primary metric for measuring customer satisfaction, retention and potential growth.

However, it’s certainly not the only customer satisfaction metric out there. From CSAT and CES to alternative methods of measuring customer satisfaction, the world of market research is full of useful methods of recording customer sentiment.

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[Infographic] 7 Customer Service Hacks to Improve Your Customer Satisfaction

Customers can have different needs and wants but one thing remains the same – they want excellent customer service.

Data from Oracle’s 2011 Customer Experience Impact Report shows that 89% of customers start to do business with a competitor following a poor customer experience. In today’s highly competitive world customers have a variety of products and services they can choose from. One small mistake can cost you a customer.

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How to Make an Amazing First Impression on Every Customer

Research shows that you have about seven seconds to form a good first impression, whether you’re meeting someone in person or onboarding them as a new customer for your product.

The reason first impressions matter is that customers remember them. In fact, customers are far more likely to form an opinion of your product or service based on their first impression, rather than any actions you take at a later date, making it essential that you get things right the first time.

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7 Reasons Why Customer Experience is the Next Competitive Battleground

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich

In a world where your potential competitors are just a ‘click’ away, customer experience is the new marketing battleground. Customers no longer pick brands for individual products or services; instead, they choose the business that delivers the best experiences.

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