How to improve customer experience in 5 strategic steps!
With the acceleration of digital transformation in recent years, consumers are much more informed and have higher expectations regarding products/services. Therefore, companies must have a solid customer experience (CX) strategy as their main differentiator to attract customers. A CX strategy requires, first and foremost, a mindset […]
Relational and Transactional NPS®: Understand the difference when applying the metric
There's no denying that one of the biggest advantages of the Net Promoter Score℠ is its versatility. Besides being a very popular metric, it has different ways of being measured and applied. How you measure your score—whether quarterly or immediately after a transaction—will give your company the ability to […]
Basic Guide: Customer Satisfaction for Retail
The growth of retail trade in the business landscape is nothing new. However, many challenges and opportunities still exist for entrepreneurs and professionals working in this segment. It's undeniable that the way people choose and buy their products has changed significantly in recent years – and retail is no exception. The […]
Customer relationship: What it is, tips, and how to measure it
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 […]
How to turn a high NPS® into recommendations
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 […]
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 […]
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 […]
6 common mistakes that impact customer effort
A good customer success team is always looking to improve the customer experience and make using the product/service easier. However, before you start improving the customer experience, you must first understand what is causing negative or high-effort customer experiences. There are several ways […]
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 […]