Unhappy customers = Higher churn rate = Reduced revenues and profits The math is simple. If you keep disappointing your customers, you’re likely to experience customer churn. And a continued increase in customer churn can result in a loss in revenues and profits. That’s why it is important to identify the right strategies or tips...

“Have we satisfied our customers? Did they find our services up to their expectations?” If you’re asking these questions every time you offer your services, you are a customer-centric organization. But simply asking these questions isn’t enough to gauge whether they are satisfied or not. You need to measure the right customer satisfaction metrics to...

Customers have heightened expectations from brands like fair pricing and excellent customer service. After all, they have the power to switch between brands, and they can choose the one that ticks all their boxes.  Having the right tools can ensure you can match up to evolving customer expectations and drive brand loyalty. Customer expectations make...

“People don’t care how much you know until they know how much you care” – Theodore Roosevelt It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what...

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help operators shape a customer’s journey better. But, where to...