On Metrics: Brand Recommendation or Satisfaction with the Experience?
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS)...
Market Force Blog
Welcome to the Market Force Customer Experience Management blog.
3 Strategies to Make Loyalty Your Currency
You've painstakingly crafted your brand, your organization lives and breathes its values, and...
5 Tips For Measuring Grocery Guest Experience
The competitive grocery space has experienced so many changes in just the last 12 months. The...
3 Benefits Of Mystery Shopping From A Marketer’s Perspective
Mystery shopping is done by trained professionals. When you hire a reputable mystery shopping...
What does Monty Python have to do with Employee Wellness?
A pulse of Employee Wellness should be part of an ongoing cycle of understanding your Employee’s...
How An Optimized Service Profit Chain Can Increase Performance
The Service-Profit Chain is a theory and business model evolved by a group of researchers from...
The Importance of Monitoring Online Reviews for CX
Experiences no longer happen in vacuums, which means what happens to one customer can easily be...
3 Ways To Use Cameras And Beacons To Audit Customer Experience
The plethora of data can be overwhelming. How can you find the ROI in your camera, beacon, and...
Effectively Manage Social Media Reviews And Improve Results
We can all agree that social media reviews need to be handled, so how do you best go about it?...
Using Customer Experience Analytics To Predict Fuel Sales
Using the power of customer experience analytics and sophisticated causal financial modeling,...