Tom Anderson

5 Ways Your CX Team Can Build Customer Trust

In my last post we talked about what Trust is, why it’s more important than CSAT or NPS, and how it can easily be measured and tracked in real-time in all customer communications (surveys, emails, chat, transcribed phone calls etc.)Today I’d like to share...

Trust is More Important Than NPS or CSAT

Is your company doing better or worse in terms of maintaining and building customer Trust right now? Customer Trust is a far more important metric than Customer Satisfaction, Net Promoter Score, or any of the other measures CX/CS Professionals commonly track.

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