Exceptional Service, Exceptional Profit
In their highly regarded book, Exceptional Service, Exceptional Profit: The [...]
The Importance of Customer Effort Score (CES)
In today's competitive marketplace, customer loyalty often hinges on a [...]
Customer Care Is The New Marketing
“Marketing may get them in the door, but customer service [...]
Consumer Surveys – The Long and the Short
Survey format“The key to learning is feedback. It is nearly [...]
The Importance of Customer Lifetime Value (CLV) in Business Strategy.
“Lifetime Value is the total value of a customer’s business [...]
Introduction to Net Promoter Score (NPS)
Developed by Fred Reichheld of Bain and Company in 2003, [...]
Consumer Surveys – The Long and the Short
“The key to learning is feedback. It is nearly impossible [...]
Customer Care vs. Customer Service: The Key Differences
People often ask me to explain the difference between customer [...]
Customer Experience Management (CXM)
‘’By 2028, enterprises will replace many CX point solutions [...]
The Importance of Customer Effort Score (CES)
In today's competitive marketplace, customer loyalty often hinges on [...]
