#nps

Läs mer om artikeln Satisfaction Metrics Are Killing Innovation
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Satisfaction Metrics Are Killing Innovation

In this article, we argue that traditional satisfaction metrics like CSAT and NPS trap companies in the safe middle ground, rewarding predictability over bold innovation. Drawing on behavioral science, philosophy, and a fictional airline case study, this article shows why satisfaction is a ceiling, not a launchpad — and how CX leaders can measure emotion, memory, and loyalty behaviors to create experiences that are memorable, meaningful, and truly differentiating.

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Läs mer om artikeln Stop Measuring NPS. Start Measuring Regret.
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Stop Measuring NPS. Start Measuring Regret.

Discover why Net Promoter Score (NPS) may no longer be the most reliable metric for customer experience. This article explores the power of measuring customer regret instead—offering a deeper, emotionally-driven alternative backed by neuroscience, psychology, and practical CX insights. Learn how to ask the right questions, decode customer disappointment, and turn regret into transformation.

Fortsätt läsaStop Measuring NPS. Start Measuring Regret.
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Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the…

Fortsätt läsaRedefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis
Läs mer om artikeln Four Gold ROI Metrics – CXROI Part III with Lynn Hunsaker
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Four Gold ROI Metrics – CXROI Part III with Lynn Hunsaker

The European Customer Experience Organization (ECXO) is excited to announce our final CX ROI session of 2024, featuring Lynn Hunsaker, CCO at ClearAction Continuum. Subscribe here: https://www.linkedin.com/events/7198450870034821120/comments/ When: June 5th, 2024…

Fortsätt läsaFour Gold ROI Metrics – CXROI Part III with Lynn Hunsaker
Läs mer om artikeln Customer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald
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Customer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald

Customer Surveys are Dead! Learn how AI will replace them. The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event:  - ''Customer Surveys are Dead!" Gain…

Fortsätt läsaCustomer Surveys are Dead! Learn how AI will replace them with Maurice FitzGerald