One of the biggest challenges that brick-and-mortar stores are facing is the increased competition from online retailers. Since the beginning of the pandemic, more people
There’s no question that the pandemic changed the way we work. The sudden transition to remote work created a new normal in a matter of
How can you improve customer retention? How do you create advocates, become more credible and drive innovation? In our latest blog, we discuss how companies are doing just this with customer feedback.
Creating a survey that provides accurate and useful data doesn’t happen by itself. It takes time and effort to make sure that you are not
From admission to graduation, investing in a positive student experience is one of the ways that top universities stay competitive. Collecting feedback from students is
There are many reasons for implementing an employee feedback programme. Some of these are exemplified by our work with a busy acute elderly care ward
Why go to the effort and expense of investing in a smiley face feedback system? Does it make any difference to the bottom line? The
The average customer is better informed and more discerning than ever before – and they expect great service. Tom Peters was spot-on when he wrote
There are many different ways to measure customer satisfaction and customer experience (CX). In this post, we look at three of the most common approaches
Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.
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