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2 min read

Infographic: 5 Benefits of the AI-Driven Promoter Score

By Mary Cleary

Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing business with you. According to Temkin, after a poor experience, 22% of customers reduced spend and 19% terminated their relationship with the company entirely. According to Zendesk, 54% of customers share bad experiences with more than five people. It’s impossible to overstate the value of customer advocacy and the cost of vocal detractors.

Topics: Customer Experience AI CX Metrics Customer Sentiment
8 min read

Measuring Customer Sentiment

By Mary Cleary

We recently discussed why high-impact CX needs high-impact measurement and, more specifically, measuring customer effort. This post focuses on measuring customer sentiment with organic customer feedback

Topics: Customer Experience Voice of Customer CX Metrics Customer Sentiment