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7 artículos publicados
Passive customer: what it is, why it matters and how to turn it into a promoter
Most companies find out that something is wrong when a customer complains. The problem is that some customers don’t complain,
03/09/2026
Promoter client: the asset that almost no company knows how to take advantage of
Not all satisfied customers generate the same impact for a company. Some are happy with the experience and do not
10/08/2026
Customer detractor: what it is, how to identify it and why it is important
Not all dissatisfied customers act the same. Some simply stop buying. Others, in addition, tell their bad experience to other
28/07/2026
Customer Effort Score (CES): what it is and why it is key to customer experience
The Customer Effort Score (CES) is a customer experience metric that measures the level of effort a person must make
21/07/2026
What is CSAT and how to measure your customer satisfaction?
The Customer Satisfaction Score (CSAT) is a metric that measures how satisfied a customer is right after a specific interaction
15/07/2026
NEV (Net Emotional Value): what is it and how is it calculated?
Not all the interactions that a customer has with a company generate the same memory; some go unnoticed; others leave
01/07/2026
How to use the NPS® system to improve customer loyalty
The NPS® system offers many advantages that allow companies to visualize the state of customer loyalty and gain an overview
09/04/2026
Blog categories
Metrics and satisfaction
Customer Experience (CX)
