12 Customer Service Insights from the Pros
Small business and customer service experts answer the question: “What’s your personal, number one, customer service must do?”
Small business and customer service experts answer the question: “What’s your personal, number one, customer service must do?”
This posts examines what a customer pain point is and how to use your customer journey map to identify and eliminate them.
Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success.
Customer journey mapping can be extremely beneficial but there are also some potential disadvantages that should be considered.
What are Customer Journey Maps, User Journey Maps, User Flows and Buyer Journeys, where and how you should use different customer journey maps.
B2B customer journey guide covering the basics of customer journey mapping to advanced topics including running the journey mapping workshop.
What is Customer Lifetime Value (CLV), why it’s important and how to calculate it for a range of customer relationship types.
This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices.
We look at seven ways to use SMS messaging to improve your B2B customer experience.
In B2B, customer interactions are pivotal exchanges. A serious misunderstanding can fatally undermine a business relationship and the question is simple: are you making the
Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access online shopping experiences in seconds,
Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow. For B2C, i.e.
The best ways to develop strategies to increase customer value: these are the only three strategies that impact customer value.
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
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