Up Your Net Promoter Score, Up Your Bottom Line

Net Promoter Score Bottom Line

28 November 2014 – Andrew Cook The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite simply (and effectively), “would you share it with your friends at a braai?”. Similarly, when it comes to customer care, the benchmark of effectiveness can be measured … Read More

Building customer-centricity solutions through adaptable software

Customer Loyalty Centricity Solutions Software

21 November 2014 – Andrew Burns 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 environment no longer works. The methods companies use to observe, understand and delight its customers ideally should be moving as fast as they are. Highly adaptable strategies are not easy to implement, particularly in established … Read More

Why measuring customer satisfaction is important to reducing the churn rate

Measuring Customer Satisfaction Churn Rate Cell C Billboard

14 November 2014 – Andrew Burns Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial Training Services’ statistic that 91% of unhappy customers will never buy from you again. Unless you want to see oversized lambasting billboards posted by disgruntled customers about your service levels (or lack thereof), you might want … Read More

Why you need customer journey mapping for your business

Customer Journey Mapping

7 November 2014 – Andrew Cook Business process optimisation is on every business leader’s agenda. Did you know that customer journey mapping is one of the most powerful tools for BPO? If you want to understand exactly what is happening across your business through the eyes of the customer, you need customer journey mapping. This is a technique that graphically … Read More