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.
Many companies already use Net Promoter Score (NPS) to measure customer loyalty. But what most don’t know is – NPS is more than a metric. NPS measures the health of the customer relationship over time, providing data that is actionable. Measuring and acting on NPS data is key to differentiating from your competitors and increasing retention and revenue.
In this special webinar, CX Expert Shep Hyken will teach you how to measure Net Promoter Score to deliver a better customer experience. Learn all about Net Promoter Score and how you can use that to measure and improve your customer experience.
Date: May 24, 2017
Time: 11:00AM PT / 1:00PM CT / 2:00PM ET
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
Become a CX master and join us for this complimentary webinar and learn from CX industry expert Shep Hyken!
About Shep Hyken
Shep Hyken is the founder of The Customer Focus, a Customer Experience expert, C-Suite Advisor of The C-Suite Network, and Bestselling author. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty.