Customer Feedback Best Practices

Transactional NPS is a powerful tool — but only if you know which transactions to instrument. Most teams pick the ones that are easy to capture, not the ones that move loyalty. That's why the customer journey map has to come first. Here's how to merge journey mapping and transactional feedback so you measure the moments of truth, not just the moments that happen to be in your CRM.

Wall Street pressure pushes companies to cut customer service costs to hit the next quarter — even though the University of Michigan's hedge portfolio based on the American Customer Satisfaction Index shows customer satisfaction beats the market. Here's the case study, the research, and what it implies for treating customer service as an investment instead of a cost line.