CustomerFaithful

As shoppers, we’re all used to easy access to heaps of product information, right? Just google the item you want, and dozens of online retailers will come to your aid. But how much of this data is what customers actually want? Can shoppers trust it, and how important is this in the overall customer experience?

Rick’s next speaking engagement will be at the Brand Authority Through Talent event in London later this year. His session will focus on The Place of Customer Experience – how to make customer experience feel real, relevant and empowering for employees, as well as driving customer and brand loyalty.

For the last few years, much of the buzz around customers who drive recommendation has been about Net Promoter Score (NPS). Now Klout has arrived, also claiming to spotlight who is influential. Which is better?