Customer journey: What it is, how to map it, and a template
How do you find out what your customers really want or expect from your company? What happens when you offer the best product or service and they still buy from your competitors? The truth is that the answer (and solution) lies in mapping and understanding the customer journey. With […]
Voice of the Customer (VOC): What it is, and how implementing the methodology improves the customer experience
In today's competitive market, companies need to offer the best possible customer experience to remain competitive. Voice of the Customer (VoC) is a strategy that helps companies understand their customers' needs and expectations so they can improve their experience and, consequently, business results. The […]
Customer satisfaction survey: How to conduct one and what are the best questions?
Customer satisfaction research is an essential technique for companies to understand public perception of the company and to develop improvement and adjustment strategies based on customer feedback. Even though employees and entrepreneurs are always aware of their problems and know what needs improvement, […]
The 4 stages of the customer journey purchase process
Understanding what your customer feels or expects from your brand is fundamental for your company to be able to offer them something personalized and that makes sense according to each stage of the customer journey. According to Accenture, 75% of consumers are more likely to buy from a company that knows them better
How to improve customer experience in 5 strategic steps!
With the acceleration of digital transformation in recent years, consumers are much more informed and have higher expectations regarding products/services. Therefore, companies must have a solid customer experience (CX) strategy as their main differentiator to attract customers. A CX strategy requires, first and foremost, a mindset […]
Delivery in Brazil: Performance and strategies to stand out in this channel
If there's one factor that the pandemic greatly accelerated this year, it was digital transformation. During this period, companies of all sizes and segments were forced to develop new sales and customer relationship channels based on digital means. As a large part of businesses experienced periods of closure and declines […]
Consumer behavior: What factors influence marketing?
Have you ever stopped to think about how many times a day you make decisions? What should I wear today, where will I have lunch, which market should I go to, which route should I take to get to work faster? If you stop to analyze it, it's a gigantic number of decisions we make every minute. And each decision […]
What is Employee Net Promoter Score (eNPS)?
If you want to build a thriving and resilient company, you need to understand that employees are the heart of your business. Engaged, motivated employees who are connected to the organization's purpose not only deliver better results but also become brand ambassadors. But how do you objectively measure this engagement and identify areas of weakness?
NPS 2.0: The new NPS® methodology
We all know that NPS® helps thousands of companies around the world through its research methodology. What you may not know is that this metric has evolved into a new version, NPS® 2. To give you some context, NPS® was used for a long time only as a score, […]