Find how to deal with negative feedback and your upset customers, learn to turn your detractors into your greatest advocates and promoters.
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.
Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.
The answer to the popular and essential question: who is responsible for customer experience? In short, everyone is. Find out what are the organizational roles in customer experience management of product, sales, development, finance, HR and most importantly, top leadership of your company.