The highs and lows customers experience not only influence their immediate satisfaction but also build long-term loyalty.

Many organizations invest heavily in tracking and improving the customer journey to support customer satisfaction (CSAT) and Net Promoter Scores (NPS), but they still struggle to make a measurable ...

This could be as important as the traditional Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics. It gauges another level of customer satisfaction that most have not considered.