Top of Mind: What it is, why it's important, and how to apply it
Having your brand etched in people's minds is the desire of any entrepreneur. To be a Top of Mind brand, it's necessary to develop strategies and stand out from the competition. This research is used by many companies to understand the public's perception in a given segment. Have you ever had your brand mentioned […]
SAC 2.0: The Evolution of Customer Service on the Web
You've probably heard of SAC 2.0, right? This Customer Service is a great tool for serving the public quickly. Going through various phone numbers and extensions isn't a pleasant experience for anyone, which is why consumers are increasingly looking for online solutions. Do you know […]
What is First Call Resolution (FCR)?
If you've ever contacted customer support and been told your problem was solved, but then had to call back to fix the same issue, it's because the company failed to meet expectations for first-call resolution, also known as First Call Resolution (FCR). This metric […]
Customer Relationship Management: how and why to use it
Focusing on the customer has become increasingly important for businesses, and adopting strategies like Customer Relationship Management helps achieve this. CRM, or Customer Relationship Management, helps maintain the consumer as the main sales component, providing a broad view of the different […]
Mystery shopper: what are the practical advantages for your business?
Nothing is more valuable to a company than deeply understanding the true perception its customers have of it. One of the widely used methodologies for this discovery is mystery shopping. As the name suggests, "mystery shopping" is a technique for identifying flaws, improving processes, and enhancing the customer experience
Relational and Transactional NPS®: Understand the difference when applying the metric
There's no denying that one of the biggest advantages of the Net Promoter Score℠ is its versatility. Besides being a very popular metric, it has different ways of being measured and applied. How you measure your score—whether quarterly or immediately after a transaction—will give your company the ability to […]
Reduce churn: learn how to compress the cancellation rate
All entrepreneurs agree that to succeed, you need customers, right? In an ideal scenario, reducing churn should be one of the goals of organizations, but this metric is not always considered. In many cases, managers even monitor the metrics, but do nothing effective to change them and bring them to the desired level
7 customer service tips you need to know
Consumers are increasingly taking center stage in business strategies, and knowing some customer service tips is fundamental for businesses today. With so much competition and the possibility for users to research and compare options, how they are treated is a key differentiator in their choice of a particular company. More […]
Customer satisfaction: why it's essential for your business
A daily challenge for any company is maintaining high customer satisfaction and meeting their expectations. Simply offering a quality product or service is no longer enough in today's competitive market and with the power of consumers. To stand out and stay ahead of the competition, […]