Customer metrics

Customer metrics

Engagement

The myth of CX ROI that costs companies millions

In this extract from his new book, John Sills explores the fatal flaw in CX ROI measurement - and how to find out if you're falling for it...

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customer experience return on investment
Culture

5 ways finserv firms can prepare for Consumer Duty

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Data

My key performance indicators are not moving! Why?

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KPIs
Data

What Moneyball teaches us about customer metrics

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Baseball
B2B

Net Promoter Score (NPS) Benchmarks

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Customer experience management

How to turn NPS detractors into promoters

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Customer metrics

When is a customer not a customer?

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Customer metrics

The gap between what you measure & what you do

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Loyalty

How to measure how much your customers trust you

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Handshake hire journey manager
Loyalty

Poor CX leaders use NPS - but NPS isn't the issue

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Question
Data

Measuring CX ROI is hampered by meaningless means

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ROI
Customer experience management

How can the jobs-to-be-done approach benefit CX?

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Customer metrics

How the customer voice impacts your growth

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Technology

Is proactive service causing more harm than good?

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Outreach programmes failing two-thirds of customers
Data

Operational CSAT: The perfect complement to NPS?

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Numbers scores
Data

How Cynefin surfaces the right CX metrics to use

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Metrics
Loyalty

5 common mistakes companies make with NPS

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5 common mistakes companies make with NPS
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