Marketers are often confused, for good reason, about the connection between these three things: Customer Satisfaction — Loyalty — Retention Customer Satisfaction is most often measured. It has been made …
How did Net Promotor Score become the standard for Customer Satisfaction and why should you care?
If you’re a B2B marketer, here’s what you need to know about Customer Satisfaction (C-Sat) and why you should be wary of NPS as a sole measure of customer experience.
Satisfied Does Not Equal Loyal – The Flaw in Customer Satisfaction Measurement
We all recognize the need to measure it, and almost universally, there’s a program in place.