NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and ...

Gupta, Sunil, and Valarie Zeithaml. "Customer Metrics and Their Impact on Financial Performance." Special 25th Anniversary Issue. Marketing Science 25, no. 6 (November–December 2006): 718–739.

ARPU offers companies a reliable, month-over-month cash flow metric that aligns with a customer’s very first month.

Each decision you make can have a ripple effect—either positive or negative—that can impact how successful your business is ...

With customer journeys more complex than ever, engagement metrics provide the insights you need to nurture leads and stay ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Customer service satisfaction in energy companies’ has improved in the last six months, reaching +58, a seven point increase.

and customer retention. These metrics are used by customer service teams to better understand the service that customers have been receiving. KPIs are usually not externally required; they are ...

These metrics aren't just numbers; they form the fundamental narrative of your customer journey and tell how users interact with your digital presence across websites and apps. For businesses ...

AI isn't inherently good or bad; its value depends entirely on how it's used. For financial institutions, this means shifting ...

We generally like Charter’s efforts to drive customer penetration by limiting price increases, improving customer service, and expanding its offerings to appeal to a variety of preferences.

According to Harvard Business Review (HBR), companies with high scores on brand loyalty and customer loyalty market research metrics grow revenues 2.5 times faster than industry peers and deliver ...