Making ‘my life’ easy in this complex world is customer experience gold.
However, everybody obsesses about their NPS – net promoter score.
If you haven’t heard about NPS before, it’s a metric for assessing customer loyalty for a company’s brand, products or services. Many companies use NPS as part of their customer relationship management (CRM) strategy because the metric is easy to calculate.
Getting promoted more often for the right reasons is only underpinned by how well we address our customers’ needs and priorities and how easy we make the experience for them.
Too many companies have not addressed the customer’s buying journey and their experience on that journey. They seem to, usually unintentionally but not always, make it so difficult for customer to buy … read more by subscribing.
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