by Richard Nehrboss | Jul 18, 2019 | Marketing Effectiveness
Finding customers and keeping them may be tough, but it shouldn’t feel like an impossible feat. If you take the time to ask for their help, listen to their feedback, and be willing to implement changes they suggest, succeeding in customer retention will be at least a...
by Richard Nehrboss | Oct 18, 2017 | Customer Experience Management, Financial Services
All channels need to be accessible, reliable and satisfy the customers’ needs. There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for...
by Richard Nehrboss | Oct 10, 2017 | Customer Experience Management
This is an interesting article about the difference between customer satisfaction and customer loyalty and how to measure and increase loyalty. The author makes a good case for the difference in the two concepts and the critical importance of understanding and...
by Richard Nehrboss | Jul 26, 2017 | Research Methodology
Net Promoter is not the only survey question you need to ask to grow your business because more than one question is required to understand human behavior. Several of our clients use NPS as the primary outcome metric for their ongoing customer feedback programs. These...
