Measure what matters: Customer loyalty

The days of using Net Promoter Score as the ultimate in measuring customer loyalty are fading fast. That’s because it gives you only a limited snapshot of a customer’s journey.

As digital channels multiply, so do consumer expectations for a great experience. Meeting those expectations requires more insight into their complete journeys across all the channels they engage on.

Focus on what matters to keep your customers loyal:

  • Eliminate silos between engagement channels
  • Connect behavior metrics to customer experience and business outcomes
  • Tie metrics into the targets you’re measured on