Customer success and the customer experience as a whole has come into focus over the last 5 years. According to Totango, in 2018, 42% of customer success teams were around longer than 3 years. Compare that with 77% of teams less than 3 years in 2015. This is obviously good news for consumers who increasingly […]
We hear it all the time, the Net Promoter Score Survey. “What is your NPS score?” Yes, one of the driving factors of any business, no matter how large or small, is customer satisfaction. If your customers aren’t satisfied with your product or service or with how you’ve helped them, they’re not going to want […]
No-one likes to receive negative feedback, no-ones like to deal with unhappy customers, but like it or not, unfortunately, all businesses will encounter them from time-to-time. Whether this feedback comes from your online feedback collection system, email, a negative review, a social media post, a phone call, or it’s reported through one of your team […]
Negative feedback can be stressful and hard to hear. Even the best of us tend to feeling dismal and down after receiving negative feedback. In case of negative feedback, we don’t usually think logically. Instead, we often try to save our faces.