I went shopping this weekend, visiting all types of stores, both brick and mortar and online. My in-store customer experience was all over the place — from a home improvement..
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That..
You've painstakingly crafted your brand, your organization lives and breathes its values, and customers are responding to its message. During these uncertain times protecting that..
Mystery shopping is done by trained professionals. When you hire a reputable mystery shopping organization, they have high standards in recruiting and educating their mystery..
"As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel."
The Service-Profit Chain is a theory and business model evolved by a group of researchers from Harvard University in the nineties. Simply, brands that invest in their people see..
We can all agree that social media reviews need to be handled, so how do you best go about it? Here are some best practices that can help guide the way.
Using the power of customer experience analytics and sophisticated causal financial modeling, the Market Force Analytics & Insights team identified the key operational metrics..
