ClearAction

JANUARY 6, 2021

Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened. You’re learning about customer perceptions after they’re formed. Leading indicators are identified by conducting (1) key driver analysis (also known as correlation analysis) with your index (e.g.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer experience is customers’ realities compared to their expectations.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer experience is customers’ realities compared to their expectations.

CXM 90

CXM Non-Profits Close the Loop CX 90

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? What processes do you need in place to make the technology produce those results? Does the vendor understand the statistics of key-driver analysis and how to apply it to your data set?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40