
What is Customer Loyalty? Why It’s So Important And How You Build It
Customers need reasons to be loyal. Typically this relates to how their experience of the brand, its products and services matches up to expectations. Customers can demonstrate significant loyalty even in cases where the price is higher than…

What Is Customer Satisfaction (CSAT)? Everything You Need To Know
CSAT means customer satisfaction. It’s measured by organizations as a KPI to show how satisfied customers are with them as a brand, as well as their individual products and services.
CSAT is incredibly popular as a business metric. Possibly…

Unhappy Customers: Your Greatest Untapped Resource
Unhappy customers are, sadly, inevitable. Things go wrong. Standards slip. Nobody’s perfect. There are reasons for optimism here, however; even in the depths of customer despair. Complaints are chances to put things right, to improve and renew.…

Key Account Management: The Ultimate Guide to Success
Customer retention is a common business aspiration, and it’s easy to see why. The well known adage is that it costs x5 more to gain a new customer than to retain an existing one. Looking after key accounts is especially important, especially…

On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love
Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…

5 Inspiring TED Talks to Drive Customer Success
TED stands for ‘technology, entertainment, design’, which covers a hell of a lot. TED Talks are each roughly 12–18 minutes of expert insight and inspiration.
We love all TED Talks, and we’re not alone. Today’s back catalogue of…

5 Actionable Steps to Achieving Customer Excellence
Great customer service is widely recognized as one of the key customer experience factors influencing brand loyalty. But customer excellence must also be acknowledged as having a major influence.
Customer excellence is always doing and being…

20 Brilliant Customer Feedback Quotes
Looking for new and useful customer feedback quotes for your next presentation or blog post?
Customer feedback is taking centre stage. Customers have more ways than ever of getting in touch with the businesses that serve them. From social…

Quick Survey Ideas and Examples to Engage Customers
Sometimes you just want to send a quick survey to your customers, staff or partners.
You might want to get a snapshot of how people feel about your product or service, super fast.
Or you might want to ask people something regularly, so…

11 Essential Customer Satisfaction Metrics To Track In 2021
Tracking and measuring the satisfaction levels of your customers is critical for success. Poor customer satisfaction will result in lost customers and adversely affect your brand.
How to measure customer satisfaction
Customers become satisfied…

The 10 Golden Rules Of Customer Survey Design
There’s a world of difference between well-designed and poorly-designed customer surveys. A great survey design doesn’t just look appealing, it gets you the insights you need.
Kicking off your optimum survey design
When you want to survey…

How to Get a Better NPS Score
Ever wondered about Net Promoter Scores? Or more to the point, wanted to know what a good NPS score is and how to get one? Read on for our comprehensive guide.
What is a Net Promoter Score (NPS) Score?
Net Promoter Score (NPS®) was first…