Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the most important CX metrics we use to assess what customers think about our organisations. Unfortunately, …
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something …
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from …
In terms of customer service, most companies tend to be reactive. This tendency stems from fear. Many executives I’ve met have demonstrated fear when it comes to proactively contacting customers. …
Happy customers are cheaper to service, less price sensitive and less likely to churn. Customer happiness goes beyond customer satisfaction by creating an emotional connection with a brand’s products and …
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, …
It seems common sense that if you let someone down or fail to deliver what you have promised, you need to apologise.
Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating …