The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth.
When was the last time you were thrilled – or frankly annoyed – as a customer? Well, that’s what customer experience (CX) is: the overall perception that customers have towards a brand based on the cumulative effect of all the interactions (positive or negative) they’ve had with this brand.
Top 8 benefits of customer retention What is customer retention? Customer retention is what organizations do to stop customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than […]
In this Forsta Customer Spotlight, we profile Brian Adler, Senior Manager of Knowledge and Insights for Ayr Wellness – a leading player in the US medical and emerging recreational cannabis markets.
The Human Experience of urban mobility Navigating the 21st century urban jungle How do people want to get around in modern cities? It seems like a simple question. But for urban planners, transport providers and automakers, the answers are complex. To understand why, start with the incredible growth that cities are experiencing. Since 2007, over […]
Unleash the power of the spoken word Our modern lives are encoded in data. We spend hours on our phones, in virtual meetings, on social media and much more. This unprecedented creation and demand for human-centered data is driving a shift in Experience and Research industries. A shift from passive feedback to active conversations. A […]
Sharing our 2022 predictions for CX professionals Forsta hosted a webinar with guest speaker Judy Weader, Senior Analyst at Forrester, and our very own Chris Brown, VP of CX Consulting, covering top predictions for 2022. We’ve outlined these predictions below, but the full webinar is also available on-demand including more detailed examples of how CX leaders are […]
Size up your Customer Experience Ever wondered how you measure up against your competitors? Or against the very best organizations in any industry? Where would you even start? Fret no more – we’ve got you covered. We’re proud to introduce you to HX Benchmarks, a tailored benchmarking service developed jointly by Forsta and one of […]
Going beyond the NPS® Score Created nearly 2 decades ago, the Net Promoter Score has attracted much controversy among the CX professional community. But first, a quick reminder… NPS measures a customer’s propensity to recommend a brand on a 0-10 scale. Promoters are those who give a score of 9 and 10, Detractors 6 and less, and Passives make up the rest with […]
Drowning in data, tangled in tech: the modern CX leader’s reality “I never expected to spend so much time in the weeds.” There has been steep growth in the volume and variety of data sources for Experience and Research teams: behavioural data, social posts, reviews, video transcriptions, text analytics, CRM records… But more signals bring […]
