“Your most unhappy customers are the greatest source of learning and making sure you are measuring the right metrics is key to the success of your business, product or service” – Says anybody running a successful business.
Everybody in today’s world is a customer or end user receiving some type of service. Whether you are shopping at a grocery store, flying with an airline or purchasing something online, you inevitably build expectations on a smooth transaction with the highest quality, design, communication and the end result of receiving the right product or service.

Interval Scale: Definition
The interval scale is defined as a quantitative measurement scale where the difference between 2 variables is meaningful. Interval scale is the 3rd level of measurement. In other words, the variables are measured in actuals and not as a relative manner, where the presence of zero is arbitrary. This means that the difference between two variables on a scale is an actual and equal distance.

 

The universal Net Promoter Score (NPS) question is considered to be one of the most powerful and insightful of all survey questions. A NPS survey asks a simple question from organizations to customers – “Considering your complete experience with our company, on a scale of 0-10, how likely would you be to recommend our products to a friend or colleague?”.

Irrespective of how big or small a business is or which sector the business is in, customer satisfaction and loyalty are always important. Acknowledgment from a customer is what everyone’s looking for, isn’t it?
With the world transforming digitally day by day, it has become extremely convenient to get in touch with more prospective and existing customers.

We hope you were able to join our webinar Not Just a Number: Using NPS to Improve Customer Experience with special guest and Customer Experience Expert Shep Hyken! Even if you weren’t able to attend, we’d still like to share some of the valuable knowledge he shared. Here’s a recap:
1. Question: What are some Customer Experience Trends in 2017?
Shep: 72% of businesses now say that improving Customer Experience is their top priority….

According to a study by Walker, by the year 2020 customer experience will overtake price and product as the key brand differentiator. How well do you understand your customers today?
Meeting and exceeding customer expectations have never been as critical as it is in today’s digital world. Whether you are an airline or a retailer, you need to think differently about optimizing the physical and digital experience to better engage with your customers to create a higher customer lifetime value….