a positive customer experience by tailoring communications
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Customer Experience Management Misconceptions

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As customer experience management (CEM) continues to get value in the minds of these days’ CEOs, more and more companies are handling customer experience management projects to enhance customer fulfillment, develop much better customer insights, support customer commitment and advocacy, and enhance customer lifetime worth. The fast increase to the leading tiers of tactical concern has brought a regrettable side effect; many customer experience management misconceptions have started to form due to a flood of conflicting meanings, viewpoints and over-hyped pledges. You can need to get a positive customer experience by tailoring communications .

For any company looking to develop or enhance its CEM abilities, it is necessary to resolve these misconceptions at last.

Misconception # 1: Net Promoter Rating (NPS) is the Only Metric You Required

a positive customer experience by tailoring communications

The customer experience can be broad, long-running, it can cover channels, and is affected by any combination of internal and external elements. Trying to determine it successfully with a single metric such as customer complete satisfaction or net promoter rating is extremely simple and dangerous. Successfully handling the customer experience needs efficient measurement and management of a portfolio of metrics that will supply a true step of what is – or is not – working.

The net promoter rating is computed by taking the percent of customers who are promoters less than the percent of customers who are critics. Certainly, the greater the resulting number – the much better.

While the net promoter rating is a reliable step of general customer advocacy, it

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