Archive for eNewsletter
Customer Experience or Customer Satisfaction?
I hear this question posed frequently: “What’s the difference between customer satisfaction and customer experience? Isn’t customer experience just a fancy name for customer satisfaction?”
Ask any five industry professionals for their definitions of customer experience and customer loyalty, and likely you’ll get at least ten different definitions. Why the confusion?
The answer is both simple […]
NPS Discussion Paper Receives Awards
Most people discussing Fred Reichheld’s Net Promoter Score (a popular Core Customer Metric) seem to be either rabidly in favor of it or violently opposed to it. Most of the criticism of the NPS comes from technical perspectives, while most of the adulation for it comes from the upper levels of management.
The primary purpose of […]
