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The importance of building customer experience
The importance of building customer experience The Internet and globalisation has created an entirely new business environment that has empowered consumers like never before. Consumers now have more choices and businesses have more competition. The importance of building customer experience has increased exponentially over the past decade, and will continue [...]
How employee engagement leads to customer loyalty
How employee engagement leads to customer loyalty Companies spend billions each year attempting to increase customer loyalty. There are surveys, special deals and rewards programs all intended to keep customers loyal. And while much of this works at least to some extent, a lot of it could be considered wasted [...]
How to handle challenging customer service questions
How to handle challenging customer service questions Customer service is the best way to help your company stand out in today's competitive environment. But, it isn't always easy. There will be times when your public facing employees will have to deal with customers who are angry or impatient, make inordinate [...]
Five landmines in customer satisfaction
Five landmines in customer satisfaction Every business that wants to succeed pays attention to certain metrics, such as the net promoter score. While having detailed metrics is important, it is vital to realise that promotional decisions cannot be made using metrics alone. The reason is that what shows up in [...]
The importance of empathy in online surveys
The importance of empathy in online surveys There is an important element that is often overlooked when writing survey questions. That element is empathy. The importance of empathy in online surveys is vital to getting the honest and reliable responses that provide you with the information you need. What do [...]
The future of online surveys
The future of online surveys Online surveys have only grown in importance since business became embedded in the Internet in the late 1990's. Such surveys are a vital part of market research, but nothing stays the same, and the future of online surveys is important to consider as it will [...]