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What is a customer profile? From the name, you might think that a customer profile records the traits of a single person who buys from you. While you might apply the term in that way, it can be much more than that. In this context, a customer profile represents everything you can discover about your… …
Customer insights are truths one can discover about customers by observing how they behave, analysing data, and listening to what they say. Businesses can use these customer insights to guide their strategies, including new product development, marketing approaches, and to identify ways to enhance the customer experience. Simply put, customer insights help us to get… …
What customers need depends, to a large extent, on the products they are purchasing. For example, what you need from a breakfast food differs from what you need from a healthcare practitioner. At the same time, customers have preferences that they look for when purchasing a product or using a service. We should distinguish between… …
It’s the trend of the decade. The techies say it saves a lot of money, and it can, but if you overdo it, customers very often hate it. We’re sure you’ve experienced it. Ever encountered customer service that’s delegated entirely to chatbots that don’t understand you? Struggled to find a human to talk to? Called… …
The Customer Satisfaction Index (CSI) is a far more specific way of measuring customer satisfaction than the similar-sounding CSAT score. As you’ve probably guessed, CSI measures how satisfied your customers are, but the most important thing about it is that it’s built on metrics of the key things about your business that matter to your… …
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” (Sam Walton) Read more inspirational customer service quotes here. In today’s fast-paced and interconnected world, the bedrock of any successful business lies in its ability to provide exceptional customer… …
You may have heard that customer touchpoints are key moments that make or break your ability to make sales and build relationships with customers. But what, exactly, are they? Customer experience touchpoints encompass any and all points at which customers interact with your business. Each of them will form an impression, and the results will… …
All businesses work hard to gain new customers. If they have positive experiences, there’s a good chance they’ll buy again, increasing the returns on your marketing investment. If they’re delighted, they may even start “marketing” your business to colleagues, friends, and family members. It’s the holy grail of customer service, and the returns can be… …
It would be easy to believe that customer engagement is an indicator of how interested customers are in your business, but that would be only half of the answer. The truth is that customer engagement is a relationship, and as such, it’s a two-way street. In short, your customers won’t be interested in you if… …
As people, every single individual is unique. But as customers, some people share specific histories and sets of intentions. Knowing who is who helps you to give them what they expect or, better yet, offer them something they didn’t expect but definitely want. Sounds like a conundrum? Let’s take a closer look at different types… …