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.
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…
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:Â https://www.linkedin.com/events/7198450870034821120/comments/ When: June 5th, 2024…
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:Â - ''Customer Surveys are Dead!" Gain…