Pesquisa de satisfação: transforme dados em estratégia
Customer satisfaction research is an essential technique for understanding public perception of a company and developing strategies for improvements and adjustments. Even though employees and entrepreneurs are always aware of their problems and know what needs improvement, there's no one better at pointing out successes and failures […]
Atendimento ao cliente: guia prático de como fazê-lo corretamente
No one can deny that the public is one of the most important parts of the business, right? Companies develop solutions for them, and the business revolves around them. Therefore, it's essential to pay attention to customer service. In times of such intense competition and a high level of demand..
Lealdade do cliente, você está fazendo errado! 4 grandes mitos sobre a fidelização de cliente
Stop trying to charm your customer – that's not how you'll win more loyal customers. This is a difficult and costly strategy for the company and, worse, it fails to proportionally increase customer loyalty. This is what Gartner, in partnership with CBE, affirms. We've been hearing this for a while now..
Customer Success: o que é e por que adotar essa estratégia?
Customer experience, relationships, and positive interactions are increasingly discussed topics in the business world. If you care about any of these, you've probably heard of Customer Success, haven't you? Customer Success is a very important area within a company, as it's responsible for ensuring that interactions between […]
Atendimento online: como garantir qualidade e eficiência
Não há como negar que o atendimento é um dos principais trunfos de uma empresa e pode ser, ainda, um grande diferencial no mercado. Por isso, em um momento tão tecnológico, sai na frente quem disponibiliza para seus clientes um excelente atendimento online, visto que estamos mais conectados do que nunca. Atender bem o consumidor, […]
FAQ: guia definitivo de como desenvolvê-la de forma assertiva
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..
Relacionamento com o cliente: O que é, dicas e como mensurar
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 […]
Como transformar um alto NPS® em recomendações
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 […]
O que é churn rate: como calcular e 3 dicas para reduzir
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
Pergunta NPS: Estratégias e variações para medir a lealdade dos clientes
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 […]
