How to understand customer experience by expanding on NPS

‘Customer experience’ is increasingly seen as a strategic priority for businesses to help them stand out and grow, but this concept is made up of many factors, and measuring it is a complex task.

Measuring customer experience (CX) is not an exact science, but it’s one that senior executives take a keen interest in, for personal reasons as much as anything else.

“Customer satisfaction is felt very keenly by the CEO, because when it goes wrong, that’s when you get the angry emails,” said Cheryl Calverley, CEO at Eve Sleep.

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