Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
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/
Customer experience measurement has reached mainstream acceptance. But one of the most hotly-debated questions when discussing customer experience measurement remains: “What Customer Experience metrics should I measure?”.
https://www.iperceptions.com/blog/most-important-customer-experience-metrics/
Customer Experience Management (CEM) is big business. In an environment where retaining customers is just as important as winning new ones, the battle lines between competing businesses have shifted significantly in recent years.
https://mopinion.com/taking-customer-experience-management-to-the-next-level/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
