FAQ: The ultimate guide on how to develop it effectively
Often, your teams and customer service channels receive the same types of questions, and you always have to answer the same thing, right? Having a FAQ page can greatly help reduce this problem. This solution, which gathers answers to the most common customer questions, is sometimes forgotten or not implemented..
Basic Guide: Customer Satisfaction for Retail
The growth of retail trade in the business landscape is nothing new. However, many challenges and opportunities still exist for entrepreneurs and professionals working in this segment. It's undeniable that the way people choose and buy their products has changed significantly in recent years – and retail is no exception. The […]
Customer relationship: What it is, tips, and how to measure it
One of the most important characteristics a company must preserve is its relationship with the customer. The customer is a vital part of the business, and it is essential that they feel motivated and happy with their experiences interacting with brands. In such a competitive market with so many options, getting ahead […]
How to turn a high NPS® into recommendations
You worked hard to achieve a high NPS® score, but now you don't know what the next steps are? How about transforming all that feedback into more business by creating a referral program for your clients? In a banking study conducted by the Harvard Business Review, 10,000 accounts were monitored for three years. Through […]
Customer satisfaction: The power of metrics in the age of customer experience
There are dozens of factors that contribute to the success (or failure) of a business, and customer satisfaction is one of them. Monitoring this indicator is fundamental to making your customers more loyal and, eventually, turning them into brand ambassadors. The fact is, customer satisfaction is a broad concept, and truly understanding it is crucial
What is churn rate: how to calculate it and 3 tips to reduce it
Understanding why consumers abandon products or services is essential for businesses, and knowing what churn (cancellation rate) is makes it easier to have these metrics tangible and to give new directions to strategies. Churn is increasingly being used to measure business success and, like many other metrics, it is a valuable tool for business success
NPS Question: Strategies and variations for measuring customer loyalty
Did you know that besides the standard NPS question we're already familiar with, it has different ways of being applied? If you didn't already know, this metric measures customer loyalty. The metric uses a type of score to identify whether a customer can be considered loyal or not, and thus, their […]
Lifetime value: how to know the value of a customer to your company?
Does your company know the value that customers spend on your products during their buying journey? If you don't know the answer, it's more than time to understand and calculate your company's lifetime value (LTV). Calculating how much each customer generates is essential for the company and, more than just knowing […]
6 common mistakes that impact customer effort
A good customer success team is always looking to improve the customer experience and make using the product/service easier. However, before you start improving the customer experience, you must first understand what is causing negative or high-effort customer experiences. There are several ways […]