Martin Powton
Martin Powton
I have over 13 years' experience in digital marketing and am interested in all areas of marketing, customer experience and employee wellbeing.
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...
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...
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...
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...
Connecting VoC with ROI: Making a business case for your Voice of the Customer Program
A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI)...