Brands need to genuinely show interest in helping a prospect solve their problem without expecting anything in return. In a conversation with Elena Melnikova, Chief Marketing Officer at Talkwalker, Martechvibe explores how brands can build an empathetic connection with consumers. “By making the shift from ‘pushing an agenda’ towards value creation, marketers become the human […]
TLDR: NPS is the percentage of customers who answer with a nine or ten (known as “promoters”), minus the percentage of customers who answer the NPS question with a six or lower (known as “detractors”). It is a number that can be gathered and tracked regularly, for the business, store, product, and customer service team. […]
Speaking at the CX NXT, Alexander Genov, Head of Customer Experience Research, Zappos said appealing to customers’ emotions is more powerful than pricing. When businesses measure its growth by numbers, they can lose sight of their customers as people. But the best customer-centric companies not only put their customers first – they design products and […]
As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy
Before moving forward in your digital transformation journey, it’s essential to understand where you stand. It’s not uncommon to have buzzwords flying in the real or virtual meeting room. Some marketing teams are guilty of overusing terms like personalisation, customer experience, Net Promoter Score and data analytics without having the inherent capabilities to action these […]
