Pointillist

OCTOBER 22, 2018

Text analytics adds context and color to the information you receive through your customer experience metrics. Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 3: Invest in Yourself.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. The sentiment lexicon is scaled from 0 (negative sentiment) to 10 (positive sentiment).

B2C 40

B2C Net Promoter Score B2B Analysis 40