Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Maru Group

AUGUST 3, 2020

In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. It also becomes even more important to find a way to ensure the aspects that are being measured are still relevant to customers over time. Our Research on Research (RoR) study.

Brands 52

Brands Government Study Metrics 52

Pointillist

JUNE 7, 2021

High-performing teams are more likely to be effective at implementing critical CX capabilities, such as analyzing omnichannel behavior over time, orchestrating relevant experiences given a customer’s unique context, quantifying the impact of CX on business metrics and more. Digital Transformation Succeeds by Focusing on the Customer.

Measurement 71

Measurement Survey Customer Journeys Management 71