1 minute read
By Shannon Latta
Posted in Customer Engagement
The following article originally appeared on DestinationCRM.
Business-to-consumer (B2C) brands put a lot of emphasis on customer experience (CX) metrics, such as customer satisfaction (CSAT) and NPS. These metrics guide actions taken across the organization, from small, tactical moves to big, strategic decisions.
That attention is justified, as these scores provide a view of the current state of customer experience—and delivering good customer experience is associated with positive outcomes.
Based on recent findings from Verint, customers who report having a great experience also have the following:
CSAT and NPS show how customers judge the quality of their interactions with an organization, and they help leadership set goals that can be a rallying point for teams and the entire business.
But are they enough? Do they provide insights that reliably improve how brands understand and act on experience feedback?
Download the full article on Destination CRM.
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