The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company, and Satmetrix, it has been widely accepted by all industries over the past decade. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how...

Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions. Tapping into consumer emotions can, thus, give you a significant edge over your competition; allowing you to flexibly pivot your business....

It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment. Thinking of it like that, you...

There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers. Canned responses are one of the unique ways in which companies can deliver excellent customer service. They are pre-populated helpdesk...

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. With the advent of new methods of machine learning and predictive analysis, many experts are of the opinion that employee surveys are a thing of the...

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it....

The great poet Rumi once said, “Maybe you are searching among the branches for what only appears at the roots.” Set in a different time, in a different context, this saying was meant to teach us to fleeting nature of existence. This train of thought was triggered when I studied how companies deal with customer...

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business. Customer service is one of the few areas in which a small business can gain...

“How did you like our product?” How many times have we asked this question to customers and received vague responses that add no value to the product or company? Customer satisfaction surveys are crucial for business looking to grow by including customer views in their business strategy. So, it becomes essential to know what drives...