expectation gap

Customer Experience: Is the Expectation-Satisfaction Gap more important than NPS and CES?

There is much debate on the internet about whether NPS (Net Promoter Score) or CES (Customer Effort Score) is the better measure to evaluate CX (Customer Experience)....but would urge you to think about the Expectation-Satisfaction Gap Score as it can hold the key to what customers really think.

The Customer Journey myths

I have never been keen on buzzwords and the one that is appearing everywhere in the marketing and insights space is “The Customer Journey”. If you Google “Customer Journey”, you will find a plethora of information telling you how important it is. But is it true?