Customer satisfaction (CSAT) and net promoter score (NPS) are two of the most popular measures, but there are many other popular KPIs that largely depend on an organization’s CX objectives. WHAT’S IN THIS REPORT? This report explores the challenges and opportunities that marketers encounter when focusing on CX and how to make those calculations to garner continued investment.

So much can be gained from using AI, machine learning, and other forms of analytics to identify a customer’s preferences, propensity to purchase, recency, frequency, net promoter score (NPS), and most importantly, where they stand on their customer journey. Investigate how well a CDP can run AI and machine learning models and if it can do real-time activation.

This is typically done through a brand tracker, Net Promoter Scores (NPS), and customer surveys. WHAT’S IN THIS REPORT? This report breaks down the essentials of B2B branding and provides best practices and case studies for B2B companies of any size, young and old, and across sectors.

The most obvious KPI for customer experience is perhaps the net promoter score (NPS), i.e., a customer’s willingness to recommend your brand as measured via surveys. Beyond that, though, there are other KPIs that offer insight into how good your CX is. Take conversion rate, for example. Improve the on-site experience, and you should see an uptick in your online conversion rate.

. ● Stronger brand advocacy: Reddit users have a 12% higher Net Promoter Score (NPS) post-purchase, and are 13% more likely to have talked positively about the brand online and offline. While it’s clear community engagement is extremely valuable for advertisers, it’s important to remember that it’s not just about letting the users do the work. There’s room for brands in these conversations.

Surveys (net promoter score/NPS or multi-question). In-depth 1:1 interviews (phone or video). Virtual focus groups. Video diaries. In-email sentiment trackers (thumbs-up, thumbs-down, star ratings). Regardless of the method you choose, soliciting direct feedback, whether anonymously or in- person, is a good way to also earn some brand love.

What we find is that customers who originate in our stores tend to have a really high NPS [net promoter score]. They buy more, so their average order value is higher and they have higher lifetime value. As far as whether we are rethinking our stores, Vuori has always been rooted in community. From the first store we opened, our doors have always been open to the community.

Bodnar: Each month, we all look at our customer net promoter score (NPS). In NPS, you hear all the complaints. We’ll look deeply at the qualitative feedback, and we’ve operationalized this process to a Slack channel. All of us can be in that Slack channel and see responses from customers in real-time. We can assign, follow up and start taking action to that feedback in a much more proactive way.