Most leaders track NPS and C-SAT but overlook the one metric that predicts whether customers return, refer others, and forgive mistakes more reliably than both. Stacy Sherman and Isabelle Zdatny at Qualtrics XM Institute go deep into the research and what leaders must do now to build lasting loyalty and revenue.
Many business leaders overlook emotional connection. Stacy Sherman and Patrick McCullough, President of Hallmark Business, show how it drives revenue—and why it belongs in your customer experience strategy. Listen to podcast now.
Why are brands still measuring customer satisfaction? It once made sense—but does it now? Explore what this metric is missing & why it matters.
Learn proven simple tactics to deliver more customer value. It includes ‘stopping the stupid’ and using OKRs to focus on high-impact tasks that accelerate business results.
Read Stacy Sherman’s article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance.
CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond
Anthony Coppedge, IBM’s Global Digital Sales leader, shares practical ways to establish clear, measurable objectives and track progress. It entails “stopping the stupid” and eliminating unnecessary work to focus on high-impact tasks that improve customer experience and profitability.
Fred Reichheld, the creator of the Net Promoter System, explains the newest thinking (NPS 3.0), and doing it the right way, which includes “Winning On Purpose” and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits.
Matt Dixon, co-author of The Challenger Sale, Challenger Customer, and Effortless Experience shares insights to understand and address customer needs beyond survey methods.
How do you know if consumers are satisfied? Learn how to measure Customer Experiences & understand the WHY behind your NPS score.
