How can companies differentiate between customer satisfaction and customer loyalty when measuring the success of their CX guidelines implementation?

Customer satisfaction measures how happy customers are with their overall experience, while customer loyalty measures how likely customers are to continue doing business with a company. Companies can differentiate between the two by looking at repeat purchases, referrals, and customer retention rates to gauge loyalty, while using customer surveys and feedback to measure satisfaction. By analyzing these metrics together, companies can get a more comprehensive understanding of the success of their CX guidelines implementation.

Keywords

customer satisfaction customer loyalty CX guidelines metrics success

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