Emma David

It’s essential to understand which customer satisfaction metrics are worth considering and what potential they hold. Stats suggest that: Hence, customer satisfaction, or CSAT in short, is a critical factor for developing long-term relationships with customers. But maintaining long-term relationships is a challenging job that demands your finger to be on the customer’s pulse. You...

“Qualitative vs. quantitative data: Which one is better?” “What is the difference between the two?” “Which type of data will give the best result for my research?” These are the questions that come to mind whenever you undertake a research project.  Especially when you are involved in the data science or statistics field, it becomes...

Modern-day businesses are leaving no stone unturned to overcome the digital transformation challenges – thinking that it’s the only necessity for plausible results.  If you think the same, then you must reconsider your approach. The terms “Customer Retention” and “Customer Churn” should be on the exact same page. A general overview of customer retention statistics...

Customers do not leave because they are unhappy. They left because it was too hard to stay. That is the core insight behind Customer Effort Score, and it is one of the most underused levers in customer experience management today. Most teams are still chasing satisfaction scores and NPS while quietly losing customers at friction...