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 for products and services. Therefore, companies must have a solid customer experience (CX) strategy as their key differentiator to attract customers. A CX strategy requires, above all, a mindset […]
Relational and Transactional NPS®: Understand the difference when applying the metric
There's no denying that one of the greatest advantages of the Net Promoter Score℠ is its versatility. Besides being a very popular metric, it has different ways of measuring and applying it. 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 in the business world is nothing new. However, there are still many challenges and opportunities for entrepreneurs and professionals working in this segment. It's undeniable that the way people choose and buy products has changed significantly in recent years—and retail is no exception. […]
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 […]
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 […]
Lifetime value: how do you know the value of a customer to your company?
Does your company know how much customers spend on your products during their purchasing journey? If you don't know the answer, it's high time you learned and calculated your company's lifetime value (LTV). Calculating how much each customer generates is essential for your company, and more than just knowing […]
6 common mistakes that impact customer effort
A good customer success team is always striving to improve the customer experience and make using the product/service easier. However, before you begin improving the customer experience, you must first understand what's causing negative or high-effort customer experiences. There are several ways […]
How do I know if my NPS® is biased?
If you've been using Net Promoter Score℠ for a while, you've probably wondered if your survey is biased, right? This question makes perfect sense, because NPS®, like any survey metric, can be biased toward higher scores. For example, you might rely on Net Promoter Score data […]
6 Success Rules for Measuring NPS®
We all know that NPS® is a powerful metric for measuring customer loyalty with a single question. What few people realize is that it was developed to be a management model within companies, not just a survey metric as many believe. According to Fred Reichheld, creator of the book […]
