Overview
Why is experience management the true engine of profit, growth, and value?
Companies used to compete primarily on product, service or price. Not anymore. Now, if companies expect to thrive, they must deliver an exemplary customer experience (CX)—one that’s streamlined a memorable.
Still, it can be hard to connect the dots between CX, loyalty, retention, and referrals to see exactly where and how CX programs drive value.
This eBook will explain how your customers’ behavior can impact your bottom line—in both good and bad ways—so you will better understand how to achieve ROI from your CX program.
Get the eBook now to learn:
- Why customer experience is the new differentiator
- Why your Voice of the Customer (VOC) program should be journey based
- How Net Promoter Score® (NPS®) connects CX and customer behavior
- How “buyer economics” impact your bottom line
