NPS
7 essential questions for a successful CX implementation
June 07 by Colin ShawColin Shaw explains why it is time to stop running and start focusing on the strategic questions that will define the future of CX
The NPS-boosting reinvention of ASOS customer care
November 07 by CX NetworkJoseph Vassie, head of insight and analytics at ASOS.com, tells CX Network about the retailer's customer care upgrade
NPS obsession: Do not let fear of failure hold back your growth
November 29 by Chanice HenryCX Network’s Advisory Board provides a word of warning around the customer service dangers of obsessing over CX KPIs.
Contact the customer directly and your NPS scores will soar
June 04 by Adam MusprattThe Chief Customer Officer of Sure International says that customer satisfaction is a company-wide responsibility and every team member has to be on board.
Contact the customer directly and your NPS scores will soar
June 04 by Adam MusprattThe Chief Customer Officer of Sure International says that customer satisfaction is a company-wide responsibility and every team member has to be on board.
The essential guide to effective CX measurement
April 09 by CX NetworkKey metrics and methods for effective customer experience measurement – and how to quantify, monitor and enhance CX by taking a data-driven, journey-based approach.
Stop chasing the score and focus on driving action
March 09 by MaritzCX MaritzCXSome customer experience (CX) leaders are beginning to question the obsession with NPS, Overall Satisfaction, and other similar measures of overall CX performance. Why? Experience has shown that these...
‘The goal for customer experience is to unpack NPS’
March 07 by Seth AdlerIn this week’s podcast, the CCO of Alaibaba Group’s Lazada Group delves into NPS as a driver for success in CX. EPISODE OVERVIEW: Dominic Hoffmann is the Chief Customer Experience Officer – Malasia o...
Offline experience surveys are ‘powerful’ to get feedback
January 08 by Zarina de RuiterWhat are the trends and predictions for customer feedback and care in 2018?
Are You Making the Most From Your Customers’ Feedback?
April 24 by Kirsty TraillWhether you realise it or not, your business is rich with customer insight that can be used in a multitude of ways. Customers interact with your business across a variety of different touch-points, ea...
How to Use Comparative NPS Data to Drive CX Success
November 07 by CX NetworkDownload this whitepaper to learn customer experience strategies to motivate employees to achieve NPS goals.
CX is Heating Up: Staggering Stats For Your C-Suite
October 12 by Zarina de RuiterCustomer experience is a vital part of most companies’ wider business and customer strategies.