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Customer experience insights to grow your business


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Customer retention is vital to long-term business success; statistics show that it’s between five to 25 times more expensive to acquire a new customer than to retain one. It’s why customer loyalty software programs that help businesses deliver excellent customer experiences and stay responsive to customer needs, are so highly sought after.

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Grow, or die. That is the reality of business. Your competitors will be taking every advantage that comes their way — and if you want to keep up, you need to as well. That is where the Net Promoter Score (NPS) system can help.

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More and more successful companies are turning to Net Promoter Score℠ (NPS) as an important business metric. It is not the only measure you need, but it provides a powerful lens into what customers think of your business. 

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Is your business struggling to make headway in a sea of competitors? It’s not time abandon ship, or to go down with it just yet. A few simple steps can go a long way to improving customer loyalty and generating new business.

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Customer Misbehaviour creates a direct impact on frontline staff, and managers in three levels: physiological, cognitive and attitudinal.  Research has showed that management staff has developed six strategies in order to minimize the impact of dysfunctional misbehavior. These strategies include:

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Here’s the scenario: you’re implementing Net Promoter Score (NPS) because someone higher up decided it seemed like a good idea. Problem is, you’re not really sure what NPS is, or what it can really do. What benefits does it have? Why is it a better business metric than the ones you’ve used until now?

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If you want to get a complete picture of your business, incorporating your Net Promoter Score℠ (NPS) into your reporting is essential. Calculating your NPS does more than measure customer loyalty. It indicates how well your business is performing—and your potential to grow. So, if you’re new to NPS, here’s a simple NPS calculation guide to help you work out your score.

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In a business world powered by data, misinformation is more detrimental to success than having no insights at all. To ensure you remain protected from these customer retention myths, we'll shed light on three of the most common misunderstandings in the market today.

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