The importance of customer experience is something that cannot be stated enough. Go back to the last time someone asked you for a recommendation about a place to eat or a store. Which sort of place did you recommend? You probably recommended a place where you had an incredibly good time or a store where...

The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient. Social media is the latest of these ways and is changing the way customer service is provided. Moreover,...

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Why? Because: Keeping an existing customer costs up to five times less than winning a new...

Businesses obsessively focus on increasing the number of customers. Get more customers, we need more sales, connect with more leads, etc. are the most common phrases used in team meetings. Companies are so caught up with trying to acquire new customers that usually they forget about their existing customers. An old belief that exists among...

Surveys have long established their place as the best customer engagement tool available to companies. And as such every company sends out feedback and satisfaction surveys to all their customers. Be it for a new product launch or an after sales survey, on an average a customer partakes in at least 20 surveys initiated by...

The hardest part of creating a customer satisfaction survey is not getting your customers to take the survey. Many customers would be willing to attempt any survey you present in front of them. However, whether they’ll complete the survey or leave it midway is something you can’t be sure of. Unless of course, you do...

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company, and Satmetrix, it has been widely accepted by all industries over the past decade. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how...

After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees? You might believe that your event met your expectations, and everything had gone as you had hoped, but what’s more...

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. One thing that tends to link all these factors together is Net Promoter Score or NPS. Ask any customer support expert, and they’ll go on about how good NPS is and how companies are adopting it and using it...

How do you figure out what your customer wants? How do you anticipate their evolving needs? Well, one of the best tools to figure out that is sitting right in your hands! Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. It allows you...