Results for : CX metrics

How is CSAT Calculated?

The CSAT score has long been beloved by CX experts, who consider it the best way to get a general sense of how satisfied customers are with an experience with a company. The reasons behind a customer’s satisfaction levels are then typically found by asking follow-up questions after the initial…

Buzzword Decoded: What is CSAT Really?

CSAT is by far one of the most recognizable metrics when it comes to measuring customer experience, and one that companies have seemed to use forever. But have they really? Because of its importance, the CSAT score seems to have been around since the beginning of time—why wouldn’t you want…

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experience differentiation. While at one time the way for companies to maintain a corporate advantage was product differentiation, things have changed in saturated markets where customer loyalty is harder to gain—and keep. While most businesses…

SoGoSurvey 28.0 Release Highlights

Ready to dive in to our latest release? We can't wait for you to check it out! Remember that features vary by package type, but there's always something for everyone in each new release. Check out a few highlights of SoGoSurvey 28.0 below, then log in to your own account…

What is Customer Experience Management?

Customer experience (CX) is a modern-day marketing focus. It recognizes that keeping your customers engaged and satisfied with your product or service is crucial to profitability. Numerous online and offline touchpoints keep the process moving forward in every customer journey that culminates in a memorable customer experience. It begins when…

Crash Course: Key Driver Analysis

You’ve heard it countless times, but I’ll say it louder for the people in the back: Customer experience should be a priority.    Think it's not worth the investment? One dollar invested in CX is expected to receive a $3 return on investment. That alone should be enough for you to take a second look…

Will Customer Effort Score Be the Next Best Predictor of Success?

Customer effort matters. That’s not new. However, in 2020, there’s added benefit in making customers’ lives easier and reducing risk. In the midst of a pandemic, simplifying online and offline customer experience is a great way to win business and brand loyalty. It’s simple: “Customer effort is the strongest driver…

Customer Lifetime Value (CLV) – A Key Metric in the Pursuit of Customer Service Feedback

What is the lifetime value of a customer? Marketing executives in businesses all over the USA are concentrating on getting the most out of customer lifetime value. It's another way of saying they're trying to derive the highest customer net profit over the entire time that the customer remains committed…

How To Use Data To Improve Customer Experience

What is data and why is it so important? Businesses with the foresight to differentiate their products and services in the digital era are relying on what's undoubtedly the most valuable asset in both commerce and scientific endeavors. We talk of none other than Data. Think of it this way:…

How to Improve Customer Experience in Banking

The customer journey in the banking market The minute individuals begin thinking about the institution they want to look after their financial transactions and safeguard their assets; the customer journey has started. The customer experience (CX) at every touchpoint along the way will guide him or her or the company…

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