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!
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 ...
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 ...
