A successful customer feedback strategy is the backbone of the customer experience. If you’re looking to create a customer-centric organization,…

Many customer experience professionals argue that a solid introduction is key when creating a survey. This holds true not only because a…

In business settings, customer retention is one of those terms that never goes out of style. Research shows that a 5% increase in…

What is First Contact Resolution? First contact resolution is one of the metrics that help you assess the performance and…

Does your survey reflect your brand? In a time when effective marketing and branding have the power to differentiate you…

Are you using quality assurance to improve your customer service? As you exit the startup phase and start scaling your…

Key account management or KAM is not a new concept; it was first introduced in the 1970’s and is more…

More and more organizations are using surveys as a tool to gather information from customers, employees, partners and other stakeholders…

The Customer Effort Score is one of the most popular single-question customer metrics, alongside the traditional Customer Satisfaction measure and the NPS. Experts…

Everybody is talking about the importance of customer feedback and rightfully so. We know by now, there is value in…

Recent research suggests that acquiring a new customer is 5 times more expensive than reselling to an existing customer. So, are your…

Yes, product quality matters. Yes, a competitive price will get you far. But, the data has spoken. According to Walker,…