Best Customer Loyalty Metric: CSAT, NPS, or CES?

Posted Posted in Customer Experience, Customer Loyalty, Customer Loyalty Measurements, Customer Satisfaction, Digital Marketing, Digital PR, Social Media

Pin-pointing moments throughout the customer journey and measuring them in order improve Customer Loyalty, has turned into a science, a ‘Branding Art’ and a daily reality. The oldest measurement is CSAT (Customer Satisfaction Test) originating from the mid 1970s/ 1980’s, followed by the NPS (Net Promoter Score in 2003 and CES (Customer Effort Score) in 2008/ 2010.   Difference between CSAT, […]

A brief intro to Dark Social

Posted Posted in Customer Experience, Customer Loyalty, Customer Loyalty Measurements, Customer Satisfaction, Digital Marketing, Digital PR

We have been writing about Social Media, Inbound Marketing and Customer Loyalty. Let’s have a look today specifically on (using) WhatsApp. Although we use WhatsApp as our Business Case Example since almost everybody is using it, all things mentioned here are applicable for any other Dark Social setup.   But, what is Dark Social? Have […]

Digital PT and Marketing Tools

Digital Darwinism in 2018

Posted Posted in B2B, Customer Experience, Customer Loyalty, Digital, Digital Marketing, Digital PR, Public Relations

Almost every professional has the right tools for his/her trade and Digital Marketers are no exception to it. A lot of times, we are asked by clients or even other colleagues: what is the best tool for this or for that digital marketing functionality? This is a natural, intuitive and rather a simple question, but the […]