Re-Experience (RXS) measures how past experiences influence future behaviors, unlike traditional satisfaction metrics. It evaluates Gestalt Coherence, Affective Resonance, Memory Salience, and Behavioral Propensity. Organizations can use a Simplified RXS via surveys or a Comprehensive RXS with advanced analytics. Evolving RXS strategies help businesses refine customer experience for lasting impact.

Patty Soltis makes a business case for CX operations by connecting CX data to financial metrics. She highlights differences in promoter and detractor behaviors and uses storytelling to drive organizational action. Her presentation emphasizes the value of CX insights in influencing business decisions and improving overall customer satisfaction.

In this podcast, Fred Reichheld discusses the evolution of customer loyalty measurement, tracing his journey from focusing on retention metrics to developing the Net Promoter Score (NPS) and introducing the concept of Earned Growth.

This article discusses four essential metrics for evaluating customer experience: Net Promoter Score (NPS), which measures customer loyalty and satisfaction; Customer Satisfaction (CSAT), assessing immediate reactions to specific interactions; Customer Effort Score (CES), evaluating the ease of customer interactions; and Churn Rate, indicating the percentage of customers discontinuing service over a given period.

In this article, Qualtrics provides a comprehensive guide on creating effective surveys that yield valuable insights. The guide emphasizes the importance of defining clear objectives, crafting concise and relevant questions, and ensuring a logical flow to enhance respondent engagement.