Blog Insocial

91% of dissatisfied customers will not return to you. Customer satisfaction is therefore crucial for a company's success and for achieving loyal customers and increasing growth rates. But how do you really find out if your customers are satisfied ...

Customer experience is essential to take your organisation to the next level. Nowadays, there are many similar organisations on the market and you have to do your best to stand out. With an excellent customer experience, you do just that! You stay ...

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 ...

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 ...

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 ...