How can I tell if my NPS® is biased?
If you've been using the Net Promoter Score℠ for a while, you've probably wondered if your survey is biased, right? That makes perfect sense, because NPS®, like any survey metric, can be biased towards achieving higher scores. For example, you might trust the Net Promoter data […]
6 rules for success in measuring NPS®
We all know that NPS® is a very powerful metric for measuring customer loyalty with a single question. What few people know is that it was developed to be a management model within companies, and not just a research metric as many believe. According to Fred Reichheld, author of the book […]
Customer Relationship Management: A Complete Guide to Implementing CRM and CXM
Customer relationship management is a business strategy for any company seeking to improve revenue and profitability, as well as reduce costs and increase customer loyalty. Its philosophy is quite simple: put the customer first. When implemented correctly, customer relationship management offers companies the advantages of putting the customer first
Closing the loop with customers: The science of NPS®
You already use the Net Promoter Score℠ (NPS®) methodology to track your customers' relationship with your product, but what do you do with that indicator afterward? Asking customers for feedback and finding out how willing they are to recommend your company is the first step, and congratulations on having done so!
How complaints can help you build customer loyalty
Every day we come into contact with many different services that help us optimize our tasks. We choose them for a simple reason – they work! (Or they should work). On the other hand, if that service you use so much starts to malfunction, you'll be very disappointed and will complain, simply because it doesn't deliver what you expected
How to create a customer-centric strategy for your company
One thing is certain: you can't stand still. To stay in the market, you need to actively evolve on several fronts! And to take the right path, it's essential to look at your current customers and make decisions with them in mind. In other words, you need to develop a customer-centric strategy. […]
What is customer success: Deliver results with customer loyalty
For a long time, companies believed that to sell more, all they had to do was hire more salespeople and keep them motivated. Well, that worked for a while, but today customer success is the biggest emerging growth opportunity in business. Studies show that it is 5 to 25 times more expensive to acquire a new customer, […]
Customer Effort Score (CES): What it is, and how to measure customer effort
As a customer service leader, you aim to make the customer's life easier, right? In this content, understand the Customer Effort Score metric to see how customer effort impacts revenue and customer loyalty. But taking a step back, it's a fact that most customer service professionals are familiar with both […]
CSAT (Customer Satisfaction Score): What it is, how to calculate and apply it
Customer satisfaction is one of the most important factors for the success of any business. Companies that manage to meet their customers' expectations are more likely to maintain their loyalty and recommend their products or services to others. And one of the most effective ways to measure customer satisfaction is […]