Top

As much as a positive customer service call can turn a casual customer into a loyal one, a mistake-ridden service call can lose a customer for life. According to Brian Solis, principal analyst at Silicon Valley’s Altimeter Group, the customer experience is becoming more important than the product itself. This makes the quality of the calls all the more vital. Consider the opinion of  Paul Greenberg, author of CRM at the Speed of Light and President of...

To understand NPS (Net Promoter Score), ask yourself how likely you would be to recommend your last clothing purchase on Amazon to a colleague. Your response to that question, referred to as the “Recommend Question” by Net Promoter Network, defines how valuable you are as a customer to the clothing company. If your response is that it would be very likely that you would recommend the brand, you are considered a promoter for the company and...