Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it. According to a study by consultancy Walker Information, customer ...

This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

The following is a guest post from Stefan Tauber, experience strategist at agency Set Creative. Experience marketing may be on the rise, but that doesn't mean that marketers aren't being smart with ...