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 […]

Are you measuring your business’ Customer Effort Score (CES)?

Posted Posted in Customer Loyalty, Customer Loyalty Measurements

A few weeks ago, we have talked about NPS (Net Promoter Score) as the de facto standard for measuring Customer Loyalty. In 2008, the CCC (Customer Contact Leadership Council) a division of the Corporate Executive Board (CEB is now part of Gartner) created the Customer Effort Score (CES), as a better alternative to NPS. CCC believes their CES metric […]