6 Customer Experience Principles for Immediate yet Lasting Change
InteractionMetrics
OCTOBER 16, 2023
Note that often CX is defined ONLY as the touchpoints a customer has with a company. For example, Satisfaction Metrics were replaced in the early aughts by the Net Promoter Score, which has, to some extent, been eclipsed by the Customer Effort Score. Alaska Airlines once sent me a 94-question survey.
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