Businesses all over the world are starting to figure out that happy customers grow businesses – and that customer experience (CX) is key to making those...

Segmenting customers into detractors, passives and promoters can help your business recognise the unique challenges and opportunities of dealing with...

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 a...

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

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...