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Three Ways Traditional Customer Experience Measurement Can Damage Loyalty
While measuring customer loyalty is relatively easy, improving it is often much harder. Unfortunately,
traditional approaches to Customer Experience Measurement(CEM) such as Net Promoter benchmarking,
CSAT tracking or Customer Effort Scoring are often designed and implemented in ways that do more
customer loyalty harm than good. These approaches typically miss the mark in three ways.
Let’s review each....
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