Customer Effort Score
All You Need to Know About Customer Effort Score (CES)

Today’s business landscape revolves around providing exceptional Customer Experience (CX). It’s a critical ingredient for long term sustainable success and a proven way to grow. Of course, perceived CX is objective and difficult to measure. However, Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) are

Here for you and your Customers in Challenging Times

At such a challenging time, it is imperative that we take care of our team members and customers. How you treat your customers and team members in this time of need will live in the mind long after this crisis has passed. It is a great opportunity for you to

4 Simple Ways NPS Helps Improve Profitability 1
4 Simple Ways NPS Helps Improve Profitability

Do you know how profitable your promoters are? Today’s connected world is offering amazing opportunities for all of us to grow. For any company, one of the key criteria for growth is relentless customer acquisition; for which they splurge on marketing, advertisements, discounts, loyalty programs, flash sales, celebrity endorsements…. it’s

5 Ways to Deliver Excellent Customer Service to Millennial 2
5 Ways to Deliver Excellent Customer Service to Millennial

Millennials are one of the biggest spenders in the marketplace. According to a study conducted by Accenture, millennial shoppers spend $600 billion a year in the United States alone. Failing to attend to their specific needs throughout the customer journey, especially after they purchase via great customer service and support,

customer service channels
7 Customer Service Channels To Improve Your Customer Experience

Customer Service channels have significantly evolved over the past few decades. Today, there are a variety of ways a customer can reach out to companies and have their issues sorted within no time. In business terms, all such ways of customer interaction are known as ‘customer service channels’. Prompt and

Net Promoter System: 8 Steps to manage change and succeed 3
Net Promoter System: 8 Steps to manage change and succeed

The business environment is constantly changing and with that the customer expectations. Established businesses are used to protocols, which have helped them achieve results in the past. They strongly believe in these methodologies and their effectiveness. These may have worked in the past but the winds of change make it

Customer Service and Customer Experience
Customer Service and Customer Experience – What is The Difference?

What keeps a customer coming back to your business? Is it the impeccable customer service or well-crafted customer experience?  Or perhaps, it is a combination of the various customer touchpoints which come together to create a beautiful customer journey?   Confused? let us simplify this! Bob runs a restaurant. 40%

COVID-19: How to Continue Delivering Great Customer Experiences Remotely

The Corona Virus (COVID-19) Outbreak The coronavirus (COVID-19) outbreak has been declared a global pandemic. It’s everywhere, and we have to be more cautious than ever! Public places are being shut off, social gatherings called off, and people are avoiding contact with others as much as they can as governments

Laws of Customer Service
The 8 Laws of Exceptional Customer Service

As you well know, having lacklustre customer service is a surefire way to get passed over by the demanding customer of today.  The question then becomes, what actually makes customer service truly memorable? Each experience is different from the next, but there are some ironclad rules of great service that

Your Comprehensive Guide to Customer Satisfaction Metrics (2020) 4
Your Comprehensive Guide to Customer Satisfaction Metrics (2020)

As business owners, we inherently understand that more clients mean more business – it’s simple. Hence, you strive hard to attract new buyers and whilst hoping that you manage to retain existing ones.  You’ve all heard the saying: What gets measured gets managed. Well, using certain Key Performance Indicators (KPIs),

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