Blog Insocial

The Insocial knowledge blogs will help you learn all about CX to take your organization to the next level!

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5 ways to map customer satisfaction

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 ...

Churn. What is it and how can you prevent it?

Churn rate is a measure of the number of individuals or items that leave a collective group over a certain period of time. In business, this is about the number of customers who leave your organisation. This makes it one of the most important ...

CX Reporting - What 5 elements should you include?

When you automate feedback through an external tool, such as Insocial, you will also receive a monthly CX report in addition to the feedback received. These reports are very helpfull to see everything at a glance and to keep the overview. In ...

Generations and their preferred channels; How do you capitalise on them?

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 ...

What is CSAT and what are the advantages of this KPI?

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 ...

Why customer retention is important for your business

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 ...

From SLA to XLA; what is an eXperience Level Agreement?

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 ...