Did you know that 85% of consumers think online reviews more than three months old are irrelevant? Now ask yourself - how regularly does my business...

Net Promoter Score (NPS) is a useful tool to calculate customers’ satisfaction with a business - and, even better, there’s a strong correlation between...

For those working in the service industry, you may have wondered how customer satisfaction and experience is measured.  This art is not actually...

When it comes to appointment-based businesses, customer experience is just as (if not more) important than it is in any other business.

At a conference recently, I asked the audience to raise their hands if they knew what their business’s online reputation was right now. 

Businesses use data like Net Promoter Scores (NPS) to help calculate customer satisfaction - but can it be used as a reliable tool for measuring and...

Converting casual shoppers into loyal, repeat customers is the holy grail of business success. Of course, it’s much easier said than done. So what can...

While having happy customers 100% of the time might sound like business utopia, the reality is that complaints happen. Only a small group of customers...

With minimal barriers to entry in today’s digital marketplace, competition is fierce. As a result, keeping your business ahead of the pack calls for...

One thing is certain about us: we love a bargain. Especially after the madness of the December rush, we’re quick to get into stores and check out the...