What the NHS can teach us about customer relationship management
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk to any UK citizen and…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
How to build trust and engagement by being social
Did you know that 84% of CEOs in Europe and 94% in the US use social media? Did you also know that 80% of senior decision makers prefer to make…
When there’s no chat in Chat Support
Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we are skeptical about the value of…