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Beyond Net Promoter Score to Customer Engagement Score.
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Beyond Net Promoter Score to Customer Engagement Score.

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If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them. …

If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them.

You can assess customer engagement in two ways:
- By what a person says
- By what a person does

Customer Engagement Scoring is focused on what each customer does.

This presentation compares it to Net Promoter Score and shows how they complement one another.

Published in Business , Technology
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Transcript

  • 1. Beyond  Net  Promoter  Score  to Customer  Engagement  Score
  • 2. Flow for Support, Help, Doc Use cases analyzed You can understand customer engagementBy what a customer says By what a customer does Measure these as two separate but complementary scoresCONFIDENTIAL
  • 3. Measure what people say In Surveys In Social MediaCONFIDENTIAL
  • 4. Measure what people do Across Visits, Actions, Business Metrics using Apptegic’s Customer Engagement ScoreCONFIDENTIAL
  • 5. Measure what people do over timeCONFIDENTIAL
  • 6. NPS and CES compared Net Promoter Score Customer Engagement Score Measures What a person says What a person does Accuracy Qualitative Quantitative Sampling Occasional Continual Coverage Small % rate 100% coverageCONFIDENTIAL
  • 7. Combine evaluation of NPS and CES to gain insightCONFIDENTIAL
  • 8. Score  Customer  Engagement   www.apptegic.com