December 22, 2025Introduction For years, the Net Promoter Score (NPS) has been the standard for measuring customer loyalty. But traditional NPS is retrospective: it tells what...- December 15, 2025Introduction In a competitive marketplace, customer retention is crucial. Attracting new customers is often five times more expensive than retaining existing customers. The Customer...
December 8, 2025Introduction Many companies underestimate the impact of a high Customer Effort Score (CES). A customer who has to make an effort to get a...
December 1, 2025Introduction In a time of digital transformation, customers expect speed and convenience. They want to complete tasks without cumbersome processes or lengthy...- November 24, 2025Introduction The Net Promoter Score (NPS) measures customer loyalty and likelihood of recommendation, while the Customer Effort Score (CES) measures how easily customers achieve their goal of...
- November 17, 2025Introduction The Customer Effort Score (CES) measures how easily customers can achieve their goals, such as buying a product or solving a problem....
- November 10, 2025Introduction In a world of similar products and services, storytelling is becoming a powerful strategic tool. Customers remember stories better than facts or...
- November 3, 2025Introduction Many companies measure customer experience, but don't know how to use the results strategically. Collecting data such as NPS,...
- October 27, 2025Introduction Not every customer provides the same value. While some customers return regularly and are loyal, others contribute only minimal...
- October 20, 2025Introduction Customer experience is not just about speed, convenience or price. Emotion plays a crucial role. Research shows time and again that...
