InteractionMetrics

MAY 16, 2024

” This observation ignited the auto industry and applies to the customer experience (CX) industry today. While market research examines everything from political polling to product price points, CX research firms focus on customer, employee, and company relationships. Where Do Net Promoter Surveys Fit In?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. So, CX isn’t just which factors affect the experience but how they stack up against each other. An example of absolutist thinking is the assumption that one method, like a survey, or one metric, like Net Promoter Score, is sufficient.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132