How to improve customer experience using customer reviews (online ratings)
The tip I'll give in this post, although quite obvious, is still not a very common practice among companies. Managing online reviews is a well-known and applied practice in the hospitality sector and even in the food service industry. However, all companies can and should take advantage of the intelligence extracted […]
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 […]
9 delivery companies: Which is the best delivery service for your business?
One solution for retailers to mitigate the financial crisis caused by isolation, a consequence of the coronavirus, is to adopt the delivery system. A potential solution could be to partner with the delivery app Rappi, which has seen demand triple in recent weeks, especially for supermarket purchases, pharmacies, and meals, according to […]
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 […]
Highlights from the webinar "Brand Reputation and Customer Experience in the Post-COVID-19 Era"
We invited leading figures in the market to analyze the current moment, understand the implications of the new post-COVID-19 consumer profile, and demonstrate the importance of online brand reputation and customer experience for businesses. Participants in this webinar included: The webinar was led by Santiago Edo, CEO of Reviewr […]
Case Study: Grupo Almeida Júnior: Managing reviews in retail and their impact on customer experience
Do you take advantage of commercial holidays to receive more customer reviews? If you're not already doing this, stick with me until the end, and I'll explain why you should start doing it immediately! Holidays are an excellent opportunity to increase the volume of reviews because it's on these dates that […]
What is the feedback economy and what has changed in your customer's buying journey?
Your most unhappy customers are your greatest source of learning. Bill Gates. If you create a love affair with your customers, they themselves will advertise your brand. Philip Kotler. Last year I participated in WebSummit, the largest technology event in Europe and one of the largest in the world, held in November, in […]
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 […]
Practical Guide: Customer Experience Metrics
When it comes to customer experience metrics, many details must be taken into account. Knowing the advantages and disadvantages of each metric is essential for implementing a good customer-centric strategy, isn't it? According to a study by Lee Resources, for every dissatisfied customer who complains, 26 remain silent. So if you […]