Posted by Rant & Rave
Tracking and analysing data is an important part of many (if not all) CX job roles. But, with so many customer touchpoints to measure and so many metrics you can use, where do you start?
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March 7, 2017
Topics:
Customer Experience,
NPS,
Measuring Customer Experience
Posted by Maria Gray
It’s all very well knowing the numbers when it comes to customer satisfaction, but what’s happening to drive those numbers? Here’s an example.
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November 2, 2015
Topics:
Customer Satisfaction,
Measuring Customer Experience
Posted by Maria Gray
Cusomer Insight2 + Business Intelligence2 = A Great Experience2 Sometimes it can feel like we’re swimming in data. We’ve all got more reports and spreadsheets than we know what to do with.
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July 27, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
We're all used to looking at scoring and assessing whether something is good or bad. But, arguably, scoring mechanisms are preventing you from really understanding the subtleties and sentiments of...
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July 24, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
Often, a missing piece for customer experience measurement is getting the support you need from your employees. But they’re the key to making it work – they’re the face and voice of your brand and...
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July 22, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
We all love industry benchmarks and league tables. They’re useful tools for us to see how we rank against our competitors and the best in the business. But benchmarks can only go so far. Approaches...
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July 20, 2015
Topics:
Customer Experience,
Measuring Customer Experience
