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Andrew Burns: 09 January 2015
A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an important indicator of whether a company is growing or slipping.
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Andrew Burns: 18 December 2014
The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer...
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Andrew Burns: 11 December 2014
In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has...
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Andrew Burns: 05 December 2014
Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...
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Andrew Burns: 21 November 2014
Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...
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Andrew Burns: 14 November 2014
Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...
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Andrew Burns: 24 October 2014
As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers...
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Andrew Burns: 09 October 2014
Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar...
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Andrew Burns: 02 October 2014
American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...
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Andrew Burns: 26 September 2014
Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...
3 min read
Andrew Burns: 04 September 2014
Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point?
2 min read
Andrew Burns: 22 August 2014
Customer experience management. It sounds so simple on paper, but there is just one variable that’s difficult to control: the people.
