Blog Insocial
The Insocial knowledge blogs will help you learn all about CX to take your organization to the next level!
The Insocial knowledge blogs will help you learn all about CX to take your organization to the next level!
Bert Riel works as Manager Customer Care & Service at GROHE Benelux. GROHE was founded in 1936 and has since become the global market leader in sanitary products, including faucets, thermostatic faucets, shower systems and installation systems ...
In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment in the customer journey. But why is this so important? And ...
Customer retention is not considered as a priority in most cases. Companies often look more at how to attract new customers. But did you know that retaining customers is much cheaper than attracting new customers? Customers who have already ...
You come across it more and more often. Companies switching from an SLA (Service Level Agreement) to an XLA (eXpercience Level Agreement). You will probably ask yourself: do I have to undergo this change as well? And what exactly are the differences ...
Happy customers are incredibly valuable to a company. But how do you know if your customers are that happy that they recommend your company to family and friends? If so, you are dealing with ambassadors of your brand. And you definitely want to keep ...
By asking the NPS questions, you measure to what extent the customer would recommend your company to people they know well. Various studies have shown that customers who answer the NPS question with a 9 or a 10 are more likely to make a repeat ...