In any customer satisfaction survey programme, a key element is the questionnaire itself. What topics should you ask your customers about? How should you phrase the questions? Will the questions give you significant data to[…]
The fact that ‘customer is king’ is implicit in every single business interaction – it is now simply common sense good management to always meet your customers’ needs and place your customers at the heart[…]
Why? It is a truth universally acknowledged…that 70% of all human behaviour is based on emotional motivators and criteria. This rule extends beyond personal life into business decisions, especially now in the age of inter-connectivity[…]
What is Customer Effort Score? The Customer Effort Score first entered the corporate sphere in 2010 with the Harvard Business Review paper ‘Stop Trying to Delight your Customers’. The belief that customer loyalty came[…]
Net Promoter Score Basics Net Promoter Score (NPS) is a customer loyalty index measuring how likely your customers are to recommend your company’s products or services to a friend. It is calculated by asking customers[…]
The relationship between employee engagement and customer satisfaction has never been more prominent. More than ever companies are informed and knowledgeable about the direct effect of their employees onto their customers. Unhappy employees = unsatisfied[…]
