Satisfaction survey: transform data into strategy
Customer satisfaction surveys are essential for understanding the public's perception of a company and developing strategies for improvement and adjustments. While employees and entrepreneurs are always aware of their problems and know what needs to be improved, there's no one better at pointing out mistakes and successes […]
Customer Service: A Practical Guide on How to Do It Right
No one can deny that the public is one of the most important parts of a business, right? Companies develop solutions for them, and the business revolves around them. Therefore, it's essential to pay close attention to customer service. In times of such intense competition and high levels of […]
Customer Loyalty: You're Doing It Wrong! 4 Big Myths About Customer Loyalty
Stop trying to delight your customers—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, states. We've been hearing for a long time […]
Customer Success: What is it and why adopt this strategy?
Customer experience, relationships, and good interactions are increasingly discussed topics in the business world. If you care about any of these, you've probably heard of Customer Success, right? Customer Success is a very important area within a company, after all, it's responsible for ensuring that interactions between […]
Online service: how to ensure quality and efficiency
There's no denying that customer service is one of a company's main assets and can even be a major differentiator in the market. Therefore, in such a technologically advanced age, those who offer excellent online customer service are ahead of the game, as we are more connected than ever. Serving the consumer well, […]
FAQ: definitive guide on how to develop it assertively
Your teams and support channels often receive the same types of questions, and you always need to answer the same questions, right? Having a FAQ page can go a long way toward mitigating this problem. This solution, which gathers answers to the most common customer questions, is often overlooked or not […]
Customer Relationship: What it is, tips and how to measure it
One of the most important characteristics a company must maintain is its customer relationship. Customers are a vital part of the business, and it's essential that they feel motivated and happy with the experiences they have when interacting with brands. In such a competitive market with so many options, getting ahead […]
How to Turn a High NPS® into Recommendations
Have you worked hard to achieve a high NPS® score, but now you're unsure of your next steps? How about turning all that feedback into more business by creating a referral program for your customers? In a banking study conducted by Harvard Business Review, 10,000 accounts were monitored for three years. Through […]
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 understanding churn (the cancellation rate) makes it easier to obtain these tangible metrics and shape strategies. Churn is increasingly being used to measure business success and, like many other […]
NPS Question: Strategies and Variations for Measuring Customer Loyalty
Did you know that in addition to the standard NPS question we're already familiar with, it can be applied in different ways? In case 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 […]
