Introduction With technological ingress, sophistication has taken over customers’ mind & they expect a seamless experience across channels. However, many organizations lack the orientation & means to track customer experience across customer journey & rather focus on individual touchpoints. This is a half-hearted approach, Mckinsey believes organizations should rather focus on end-to-end customer journey across...Read More
Introduction Customer is the king, and everybody wants to know their opinion. This new strategy to listen to the Voice of the Customer metrics has underscored the importance of customer experience measuring metrics such as NPS (Net Promoter Score), usually offered by most customer experience management software. But is NPS a reliable metrics based on...Read More
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