eBook: Measure What Matters - Customer Loyalty
The days of using Net Promoter Score as the ultimate in measuring customer loyalty are fading fast. That’s because it gives you only a limited snapshot of a customer’s journey.
As digital channels multiply, so do consumer expectations for a great experience. Meeting those expectations requires more insight into their complete journeys across all the channels they engage on.
Focus on what matters to keep your customers loyal:
Eliminate silos between engagement channels
Connect behavior metrics to customer experience and business outcomes
Tie metrics into the targets you’re measured on
As digital channels multiply, so do consumer expectations for a great experience. Meeting those expectations requires more insight into their complete journeys across all the channels they engage on.
Focus on what matters to keep your customers loyal:
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