As we reflect on the year that was, we hope it has been a great and exciting year for each of you. I know that on our end it has definitely been a busy one but we wouldn’t have it any other way!
While 2013 is not over just yet, we thought that we’d gather together the most popular blog posts of the year. So sit back, relax and check out the posts which were the most engaging and interesting for the year.
More recently we have seen the Customer Effort Score, and another new word of mouth metric recently released. What about Net Emotional Value (NEV) or Net Value Score?
Nobody wants to be seen dead in last year’s customer feedback metric (oh the embarrassment, I could just die) but with so much choice it naturally leads to the question: which customer feedback metric is the best?
Read on to see who comes out first!
It’s about driving change in the organisation using that information and it’s not always easy. It takes effort, it takes perseverance and it takes a focus on change management.
Critical to success is a customer feedback governance process for your organisation. I know governance frameworks are boring and nobody wants to talk about them. But governance is the place that we find many organisations have failed in their customer feedback process.
Find out why Customer Feedback Governance is absolutely critical to your success.
If you truly want to make change in your organisation you need to do more than collect data, you must analyse the customer feedback to inform change and drive new approaches.
There are five crucial elements of analysis that you should consider.
So what are they?
To understand how NPS relates to customer loyalty, NPS scores for companies across 19 industries based on feedback from 10,000 U.S. consumers were examined.
The analysis covers more than 95,000 pieces of feedback from consumers about those companies. Examining three areas of loyalty across industries, looking at promoters versus detractors.
The exponential growth of unstructured data from sensors, devices and social media is arming CMOs with the information to change business and transform the customer experience.
Read about what the top CMOs are doing to manage and enhance the Customer Experience.
Anything Else to Add?
Well that’s our top 5 for the year. Do you have any posts you would like to add to this list?
Comment below and let us know!