NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
While a technical background is a mandatory prerequisite for becoming a product manager, there are some technical skills worth having in your toolbox as a PM. The good news is you don’t need to go back to school to master these technical competencies either. The skills we’ll discuss in this article won’t put you in competition with your engineers or make you smarter than your system architects. But they WILL make you faster, more independent, and more knowledgeable about your product and your users.
https://community.uservoice.com/blog/technical-skills-every-product-manager-should-know/
Customers are all that really matter. You can build the slickest products in the world and offer seemingly amazing services, but if people aren’t buying and using them, it’s all for naught.
Internal stakeholders talk about customers all the time, but rarely beyond the anecdotal or hypothetical context. “I heard” or “I think” customers want something is about as deep as most folks go. But, to provide a solution that is valued, loved and appreciated, companies need a far deeper understanding of what customers really desire and care about. This insight can’t be stored in isolated pockets of the company, nor can organizations rely on a single “customer expert.”
https://community.uservoice.com/blog/how-to-foster-shared-understanding-of-customer-needs/
As a result of the current crisis, the last few months have brought major change to the way many companies operate. Most – if not all – employees were urged to work at home full time, which completely threw a wrench into their routines and communications, especially with other team members. Meanwhile many companies fared well despite the new circumstances. Their secret? Team Chat Tools. Thanks to team chat tools, time and distance no longer play a role. Teams can easily communicate with fellow team members in real-time, wherever and whenever.
https://mopinion.com/en/best-team-chat-tools-for-remote-work/
