Maine, Mystery Shopping, Net Promoter Score and Touchpoint

Customer Experience Research Firms: How to Get Inside Your Customer’s Head

InteractionMetrics

MAY 16, 2024

Customer Service Evaluations : Based on call, chat, and email recordings, this method involves scoring interactions for insight into the dynamic between customers and employees. Sometimes, mystery shopping is part of customer service evaluations, especially when exploring how competitors handle conversations similar to yours is relevant.

Net Promoter Score

Net Promoter Score Customer Experience Mystery Shopping NPS

Customer Experience Strategy: Paradigm Shift!

InteractionMetrics

APRIL 16, 2024

They send surveys, analyze touchpoints, and build out customer personas. define customer experience as the sum of customers’ interactions with a company’s touchpoints. 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

Customer Experience Mystery Shopping Net Promoter Score AI

Tech Customer Success

Customer Experience Research Firms: How to Get Inside Your Customer’s Head

Customer Experience Strategy: Paradigm Shift!

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