Customer Experience (CX) Articles, Definitions & Guides
Plain-language articles on customer experience: definitions, how-tos, and strategy to help your business retain more customers.
All articles
How to Map a Customer Journey (and Make It Worth Doing)
Most customer journey maps end up in a drawer. Here's how to map a customer journey step by step, and what to actually do when you're done.
What is Customer Effort Score (CES)?
Customer Effort Score (CES) measures how easy an interaction was. Here's what it is, how to calculate it, and why low effort drives loyalty.
What Is Customer Experience (CX)?
Customer experience (CX) covers every interaction a customer has with your business. Here's what it means, why it matters, and how to start improving it.
What Is Net Promoter Score?
Net Promoter Score is a customer loyalty metric based on one question. Here's how it works, how to calculate it, and what the score actually tells you
Why customers leave (and why you won't see it coming)
Most customer churn is silent. Customers don't complain, they just leave. Here's why poor CX drives churn and where to look before it's too late.
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