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Blog2018-10-19T06:10:19+00:00

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The basics of customer satisfaction

The basics of customer satisfaction The ultimate achievement in branding is when a particular brand becomes synonymous with the product itself. Two of the most successful brand labels in history are Coca Cola and McDonalds. Everyone knows that Coke refers to a particular type of soft drink and Maccas and their golden [...]

Knowing what net promoter score benchmark applies to your business

The net promoter score is regarded as an important marketing metric and practically every business leader wants to know how good their net promoter score is. The problem is that the net promoter score isn't always a black and white issue. It isn't always that easy to get accurate figures. [...]

Writing a great employee satisfaction survey

Writing a great employee satisfaction survey comes down to knowing what you want to know. This may seem rather simple at first, however, it can sometimes be difficult. Employers often don't know what to ask. Employee satisfaction versus employee engagement First off, if you are writing an employee satisfaction survey, [...]

Customer experience in banking

The local bank branch has been the traditional centre of customer experience in banking.  It was more than just a convenience, it was the place where customers interacted directly with the bank as an institution, and with its employees.  This changed in the 1980's and 90's as banks began to [...]

How technology has redefined customer satisfaction

How technology has redefined customer satisfaction Changes in technology have always changed customer satisfaction, and has redefined customer satisfaction; changing what customers define as satisfaction.  That definition has been changing more rapidly than ever before. First, let's look at the history of what customers consider to be a satisfying relationship [...]

Benefits of the net promoter score

Benefits of the net promoter score The net promoter score has a number of benefits. While it certainly cannot answer every question, it is an important part of building quality customer relations and positioning your company for expansion. It can be checked periodically, enabling you to compare results from one [...]