Year: 2016
Measuring customer experience success: TPS versus NPS – what counts?
Online retailers such as Amazon have transformed customer expectations across every market – and Communications Services Providers (CSP) are as eager to drive up their Net Promoter Score (NPS) as any other company. Yet by failing to recognise the impact of day to day network performance, or Technical Promoter Score (TPS) on the customer experience … [Read more…]
Four key digital marketing trends for 2016
From the next phase of social commerce to an ad-blocking revolution, a new report from Rakuten Marketing predicts four key trends that marketers can expect in 2016.
Big social commerce trends for 2016
Many shoppers use social networks to research products and favourite retailers, but there is low demand for a ‘buy’ button on social media, according to new research.