CSat Scores in the Gutter? Send Them Skywards in 5 Simple Steps
Do you want to keep your customers? Then keep your customers happy. You know how important experience is because you’re a customer. And even if
Do you want to keep your customers? Then keep your customers happy. You know how important experience is because you’re a customer. And even if
Post summary CRM strategy extracts incredible value from data you already have The contact center isn’t always where CRM strategy is born – even though
Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be
Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a
A customer service strategy revolution has been creeping up slowly, and is now upon us. How? Smartphones have quietly changed the rules. The ability to accommodate multiple
Customer satisfaction survey or Net Promoter Score®? What should I use? To be honest we’re not sure, and there seems to be limited consensus anyway.