Customer Experience News

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1. How would your CFO measure customer engagement and experience?

   Any business in the world today wants customers as "engaged" as they think Apple customers are. In other words, we the enterprise » will deliver new products and services that our customers will buy at the prices that will afford us Applesque margins. Most businesses want better customer engagement; however, their CFO's focus is that those customers buy from them. If not, what is the point of engaging with a customer?

   https://www.retailcustomerexperience.com/blogs/how-would-your-cfo-measure-customer-engagement-and-experience/

   Tags: customer-experience, customer-engagement, net-promoter-score by tjeerdtraats (2020-01-14)

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2. How BMW shifted from quantitative to qualitative customer feedback

   BMW has shifted from cumbersome, multi-question customer feedback forms to a single net promoter score (NPS) in a bid to change the way it interacts with its customers.

   http://www.cio.in/feature/how-bmw-shifted-quantitative-qualitative-customer-feedback/

   Tags: cx, customer-experience, bmw, automotive, customer-feedback, quantitative-feedback, qualitative-feedback, nps, net-promoter-score, analytics by tjeerdtraats (2018-04-17)

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