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, […]
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 […]