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Happy customers are loyal customers. That’s why Net Promoter Score (NPS) is a key metric for most organizations. But here’s the problem: NPS alone can’t help you pinpoint where loyalty is won or lost in the customer journey. For that, you need to take a broader view.
Measuring customer experiences as they happen is crucial to understanding — and building — satisfaction, trust and loyalty.
Check out these tips and tricks
in measuring what matters for customer loyalty. It could be the difference between CX that’s just good enough and the kind of experiences that prevent your customers coming back.
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