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Build a relationship of trust with customers

Get the Right KPIs Now for a Superior Customer Satisfaction!

One of the most common mistakes businesses make is their failure to consistently gather feedback throughout their customers’ lifespan. Many businesses overlook the importance of asking customers what they think, leveraging the feedback to not only deliver an experience which caters to their needs and wants but also guides future marketing campaigns and improves products and...

Jun 22, 2019

Our tips for using Likert scales effectively in your surveys

Though you may have never heard of the Likert scale, you’ve almost certainly seen it before. The Likert scale is one of the most frequently used rating scales in studies and satisfaction surveys. This being said, how can you use this rating scale effectively in your own surveys? What is the Likert scale? Definition of...

Nov 14, 2018

The Hidden Value of Customer Criticism

Companies are always on the battlefied, trying to provide their customers with a good experience and service, in order to increase global customer satisfaction. But sometimes things don’t go so well and customer criticism occurs. Your NPS survey score didn’t go as planned? Perhaps you received an angry email from a dissatisfied customer… Don’t panic! When you...

Jun 27, 2018

Banking industry: 3 Keys to improving your customer retention

It is a fact, everything in life changes. Unlike nature, where changes can be defined as a gradual process; businesses, markets, and technology are changing in a rapid and erratic way. Not so long ago, people planned their trips to the bank days earlier. Today, the phrase “banking hours” has become the thing of the...

Dec 26, 2016

Feedback Surveys: A Proven Method for Customer Loyalty

Keeping the customers you already have is, without question, considerably less expensive than acquiring new ones. But the only way to keep your existing customers is to make sure they remain satisfied with your business, that you are delivering exactly what they want each and every time they come to you. But therein lies the...

Oct 05, 2016

Why Feedback is Key to Redfin's Customer Centric Business Model

Redfin, the Seattle-based real estate brokerage company, combines customer feedback, technology, and second-to-none customer service to deliver a better real estate experience. The company’s success is due, in large part, to its uncompromising customer-centric mission, making the process of buying and selling a home easier and more transparent. Redfin agents are paid a salary and...

Feb 17, 2016

How to Grow Your Business with the Net Promoter Score

The Net Promoter Score (NPS) is the magic number that answers the question, “how likely are you to refer us to a colleague?” NPS, called the “one number you need to grow”, has been popularized by companies like Apple, and has been adopted as a standard metric for benchmarking a company’s performance. It aims to...

Jan 20, 2016

How Listening to Customers Helped Dell Leap from Worst to First

On June 21, 2005, writer Jeff Jarvis took to the internet to voice his complaints with one of the top computer technology companies in the world, Dell, Inc. Jarvis’ blog post, entitled “Dell Lies. Dell Sucks”, took the company to task for selling him “a lemon” in addition to providing less-than-customer friendly tech support. Jarvis’...

Dec 16, 2015

How Customer Knowledge Got Timberland Back on Track

Timberland currently has a Twitter following of 136K followers and an Instagram following of 862K. These numbers are impressive for any lifestyle brand but especially one promoting rugged outdoor boots. Not long ago, most would have found it impossible for a lifestyle brand focusing on footwear to garner such an avid social media following, particularly...

Dec 10, 2015

3 Ways to Boost Retail Sales and Increase Customer Loyalty

The National Retail Federation (NRF) defines the holiday season as sales generated during the months of November and December. For many retailers, these two months can account for more revenue than all other major holidays combined. And 2015 is expected to be especially strong in the United States. eMarketer forecasts that U.S. sales in the...

Nov 15, 2015

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