Sometimes it feels as if measurements are made for their own sake rather than to serve a greater purpose. Nowhere more than in the world of customer experience. There is little value in a satisfaction ...

In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

Everyone is familiar with return-on-investment, but at times that may not be the best or only thing an organization should measure. With banks fighting for customers with neobanks and fintechs, they ...

For decades, companies have focused solely on operational data to drive decision making. Metrics like unit cost, sales, attrition rate, turnover, sales velocity etc. provide valuable insights into ...

Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it. According to a study by consultancy Walker Information, customer ...

Customer experience isn’t a new idea, but the growing attention to it is. Customers are more widely connected than ever before, easily hopping between a growing number of devices. They’re looking for ...

After saying for decades that employees are their most important asset, companies are finally starting to show they mean it and measure employee experience and satisfaction. Why the shift? Perhaps ...