Some 9.5% of a company’s total revenue is at the mercy of the customer experience – the equivalent of $4.7 trillion in global consumer spending each year. In an age where switching service providers is as simple as switching off the lights, customer loyalty is harder fought for – and easier lost – than ever. That means the actions businesses take to improve every experience, across every
touchpoint, will ultimately determine their success.
Nurturing and monitoring metrics like NPS (Net Promoter Score) and CSAT (customer satisfaction) are important parts of a successful CX program, but they don’t mean much if behaviors as a business don’t change alongside the numbers. That’s because these metrics shouldn’t simply be used as isolated indicators of historical sentiment; but rather as invaluable inputs – ones that can be used to inform an entire CX program moving forward.
Find out more on how monitoring NPS and CSAT can help your business move forward.