As a contact centre, you want to improve your return on investment and increase your revenue. To do this, you must first deliver positive and unparalleled experiences to your customers. Do your customers recommend your contact centre to their friends and family, do...
Generating feedback from your customers is essential for your business’s success. If you know what your customers think, you already know what to do (or change) to make them happy. And the easiest way to find out what they think is to collect their answers. Through...
Do you think your company is doing a good job? Great! But honestly, how can you prove it? The proof of the pudding is in the eating, so only your customers can really experience your offer and services. So, to find out what they think, a satisfaction survey is not a...
If there is one trend you cannot go around any more, it is the customer centricity model. Most organisations today apply it, at least in a simplified form. So, what is a customer centricity model? How can you use simple tools to improve your customer centric approach?...
The feedback from your customers is a goldmine. If you gather, analyse and use it right, you have everything you need to improve your business constantly. But there are a lot of alternatives. So, which customer survey alternatives can you choose? Here’s a comparison...
When we talk about customer satisfaction strategy, we think of many things. And it goes in all directions. We’ll help you out. There is one customer satisfaction strategy that must come before all others: think omnichannel. Is it a strategy? Why have a customer...
In the world of customer experience (CX), knowing what your users think is important. To provide a service that meets the expectations of customers, it is necessary to analyse and understand their needs in-depth. The CES survey, among other survey tools, helps to meet...
You want your call centre to become more effective and to create a better quality of service. That’s a challenge. You probably have a customer-centric policy, and you train your call agents to become more service-oriented. But do you know if the satisfaction of your...
Today, customer satisfaction is a key element in the smooth running of a company. An unhappy customer can damage the reputation of your business and even decrease your sales. We are in an era of "customer-centricity" and finding the right tools for your business to...
Every company should know which are the important customer satisfaction metrics to track in 2022. Customer satisfaction used to be a trendy term, but it is now a standard requirement for long-term success. Not measuring customer...
The customer data platform is the new trend in business. Whether it is for the marketing department or other departments, the CDP is very popular. This system that unifies a company's customer data from marketing and other...
For all companies, the importance of customer satisfaction (or CSAT) is obvious. Without customers, a company does not exist and if customers are not satisfied, the company will not grow. That makes sense. But what would you say...