Tag
CX strategy
5 articles
Move from scores to outcomes
In the boardroom, the question is rarely what your NPS is. How to treat scores as inputs and connect them to retention, churn and customer lifetime value instead.
The CX metric you know but aren't using enough
Everyone knows Customer Effort Score. Few act on it. What journey friction costs in retention and contact volume, and how CES works alongside CSAT and NPS.
Use CX data to influence stakeholders and prove your impact
Good insight still loses to gut feel. How to frame CX findings so they are hard to dismiss, and why always-on access beats a report nobody opens twice.
Combine CX metrics to prove impact and build a business case
One score tells you the outcome, not the cause. How NPS, CSAT and CES together turn a number into a business case, with the research and the ROI maths behind it.
Map your customer journey for smarter feedback collection
Before writing a single survey question, work out where feedback belongs. Four questions and five steps to map the journey and place surveys where they earn replies.