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Feedback from different channels

Consumers rarely interact with a brand through just one channel

The Net Promoter System®

Companies can transform the customer experience by using the right tools.

VoC ROI Calculator

Estimate the ROI of your Customer Experience program Promoter Score, or NPS®, enables organizations

What is Net Promoter Score?

The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their

From Metrics to Meaning

Shift focus to their customers’ stories to get the real meaning behind the metrics

Measure the Employee Experience

5 psychologically-proven areas that are effective gauges for employee engagement

What is customer lifetime value (CLV)?

Is one of the key stats likely to be tracked as part of a customer experience program

Measure customer retention

Find out what a customer retention programme is, get tips on designing your strategy and see some of

Transactional vs. Relational NPS®

Organizations can apply NPS in a variety of ways, including a relationship metric or transactional f

What is customer loyalty?

Want to know what keeps customers coming back to successful businesses?

Customer Value. Investor’s View

Some investors now incorporate customer value into their traditional valuation models. Here's how th