Customer satisfaction and loyalty is the single most important metric for you to monitor and manage, because of its strong and direct effect on your bottom line.  Without a satisfied and loyal customer base, your company’s long-term success is impossible. 

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To fully understand the customer care experience (CX), it is critical to examine both the experiences customers have and understand their expectations. This research allows you to develop data-driven growth and improvement strategies which allows you to ascertain whether any actions taken result in improved satisfaction and loyalty among your customer base.