Martin Powton

How To Measure Emotion In Customer Experience

Designed by Wizu Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers actually feel?...

Alternative Approaches to Understanding Customer Experience

Those with some knowledge of Customer Experience will already be aware of the likes of NPS, CES and CSAT. But beyond these core metrics what other methods can be used to get a deeper understanding of how your customer feel? In a time where companies...

9 Things To Remember When Collecting Feedback

When it comes to collecting feedback it is easy to fall into the trap of thinking only about what YOU want and not considering the users experience. Ultimately the more you respect the customer the more insight you will gain from them. So before...

Choosing The Right CX Metrics For Your Business

First of all, let me just point out that there is a lot more to customer experience than simply measuring a score. CX metrics are an important tool to help you improve your business but collecting the score alone will not suffice. However, it...

Connecting VoC with ROI: Making a business case for your Voice of the Customer...

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback...

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