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Churn rate is a measure of the number of individuals or items that leave a collective group over a certain period of time. In business, this is about the number of customers who leave your organisation. This makes it one of the most important ...

Unhappy employees are incredibly detrimental to your organization. Think about the phone call with a rude customer service representative that you've probably had. Or staff who give you no attention at all when you walk into your store. Customers ...

When you automate feedback through an external tool, such as Insocial, you will also receive a monthly CX report in addition to the feedback received. These reports are very helpfull to see everything at a glance and to keep the overview. In ...

Each generation has grown up with different technologies and social movements. Knowing these differences and understanding preferred channels is an important part of CX strategy. What exactly are the preferred channels of each generation, and how ...

Keep your employees engaged and vital in times of working from home As an employer, you probably strive for high employee satisfaction. Unfortunately, the current pandemic makes this a lot more difficult. In order to reduce the virus, working from ...

The popularity of Net Promoter Scores is undeniable. Nowadays, almost every company in the world measures its NPS. But the standards of NPS do not necessarily fit every culture. In general, companies in Europe score a lower NPS than companies in ...

Going through hundreds of texts, looking for the common thread in customer feedback. A time-consuming job that is often put off. Yet it is important. After all, you don't ask for open feedback for nothing. Because where multiple choice questions ...

What was not evident within the ICT-sector 10 years ago, has now become an important factor within organizations. Namely, a good customer experience. Earlier, we wrote about the change from SLA (Service Level Agreement) to XLA (Experience Level ...

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend your company to others. This indicates how loyal customers are (otherwise they wouldn’t ...

Do you want to measure customer satisfaction? But do you find it difficult to determine which questions you are going to ask? Recognizable! Many companies do have an idea, but finding how to formulate them could be challenging. First of all, the ...

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter Score (NPS) or the Customer Satisfaction Score (CSAT). In this article we will tell you more about ...

More and more organizations are deploying a chatbot to support their service department. A chatbot is in fact good at handling recurring questions. They can handle about 80% of common questions. This saves the service staff an enormous amount of ...