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Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […]

We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting.  The CustomerGauge KPI Dashboard is a must have for all Program Managers. It will give you and your organization […]

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […]

Co-founders Adam Dorrell and Camilla Scholten, along with our other product team leaders, give us a “behind the scenes” look at how they used Voice of the Customer (VoC) to inform their biggest release to date—CustomerGauge 4.0. Learn more about the all-new Report Hub in our other blog post, or check out the press release […]

I’m sure you’ve heard the phrase “It’s about the journey, not the destination.” Before you say “spare me hippie,” reflect on that statement for a minute. So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Here’s the thing though: your job doesn’t end when the […]

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […]

Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […]

Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day. In an inbox where you are constantly fighting for the attention of your customers (against non-competitors none the less), it can be a struggle to get out of the email […]

In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Many organizations have embraced the philosophy that happy customers rely on […]

  “We’re becoming not just a stop along the way, but a desired destination.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […]

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