The Net Promoter Score playbook
Develop and deliver insights to maximize customer and brand experience
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What is customer experience management?
What is customer experience management? Customer experience management (CEM or CXM) is the combination of all your organizational processes that are aimed at monitoring and improving your customer experiences at each touchpoint, across all channels. Good CXM is a differentiator for your business, as customers demand more and more from your products and services. Because of its key role in putting your […]
What is Voice of the Customer (VoC)?
What is Voice of the Customer (VoC)? Annoyed about yet another survey in your inbox? Do you wonder if anyone is really listening? Customer surveys are a vital part of Voice of the Customer (VoC) programs so it’s not a waste of time. Whoever’s sending those surveys to you, they are listening! Well, most of them are. VoC programs helps organizations listen to and engage with their customers so they can respond to their […]
What is Net Promoter Score (NPS)?
The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth.
Sharing our 2022 predictions for CX professionals
Sharing our 2022 predictions for CX professionals Forsta hosted a webinar with guest speaker Judy Weader, Senior Analyst at Forrester, and our very own Chris Brown, VP of CX Consulting, covering top predictions for 2022. We’ve outlined these predictions below, but the full webinar is also available on-demand including more detailed examples of how CX leaders are […]
Text analytics in CX
Text analytics in CX The business benefits of a customer experience program have been proven by a wide range of organizations who have embraced the Voice of the Customer early, including: All these combine to generate real ROI, improve the bottom line and ensure your business remains on the true Voice of the Customer through […]
Digital feedback solutions
Digital feedback solutions Turn digital journeys into real-time insights What is Forsta Digital Feedback? Forsta Digital Feedback help you turn digital journeys into real-time insights. Your website and your company’s apps, can be a powerful source for collecting feedback. Your desktop website & mobile web: With Forsta, you can launch unobtrusive, highly-targeted intercept surveys that […]
5 Steps to ensure your digital CX program delivers results
5 Steps to ensure your digital CX program delivers results The importance of CX has grown suddenly and dramatically since 2019, with the COVID-19 pandemic accelerating customer expectations for digital interactions and services. Partly due to the global pandemic, this phenomenal increase has forced brands to add more channels and truly embrace digital transformation in […]
B2B program accelerators
B2B program accelerators For over 20 years, Forsta has been working with B2B organizations, across a wide spectrum of industries, honing our tools to master the complexities faced by companies like yours. Forsta has been recognized year after year by industry experts for our knowledge, experience, and powerful approach to delivering B2B insights programs that […]
5 Steps to success: Voice of the Customer
5 Steps to success: Voice of the Customer Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it […]
