Why Customers Churn
Oversimplification of Churn
There seems to be a growing segment of “experts” striving to reduce complicated situations into overly simple constructs. I’ve read a few customer experience (CX) related...
Blog Posts of Evan Klein
Qualitative Research in Customer Experience: When it’s better than Quantitative
Is your company thinking about:
• Changing your customer service or support model?• Refining your product offering?• Developing a new solution?• Evolving your messaging and positioning?
How To Increase Survey Response Rates
Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If, like me, you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine...
What is the biggest risk your Customer Experience program can pose to your business?
It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated, a company-wide focus on delivering a strong...
Net Promoter System® (NPS®)
What is Net Promoter Score®?
Both a customer loyalty metric and organizational discipline, Net Promoter Score (NPS) is a widely used customer loyalty measurement tool to monitor customers' enthusiasm...
Overall Customer Satisfaction Score (CSAT)
What is the Overall Customer Satisfaction Score?
