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Today, where consumers have more choices than ever before, customer satisfaction has become the cornerstone of success. Happy and loyal customers not only contribute to repeat business but also act as powerful brand advocates, spreading positive word-of-mouth publicity and driving new customer acquisition. It can be a lot to focus…

The new year is filled with a rush of excitement, as companies set new targets and plan the path ahead. But even as the wheels begin turning, there's one more thing still to be done. While the last thing on your mind right now might be the ambitions you had…

ITMs are often pitched as an alternative to ATMs, but they’re really more of an upgrade, or a “next step” in the technology’s evolution. While an ATM mostly just dispenses cash, an ITM features a video screen that allows credit union members to speak directly to a live teller and…

Are your customers loyal? Do they trust your brand? As customer buying patterns evolve and competition intensifies, maintaining a positive customer relationship has become increasingly complex. After all, businesses today aren’t just looking at niche audiences, but at the global marketplace, attempting to resonate with prospects across many walks of life. With…

Customer effort matters. That’s not new. However, in 2020, there’s added benefit in making customers’ lives easier and reducing risk. In the midst of a pandemic, simplifying online and offline customer experience is a great way to win business and brand loyalty. It’s simple: “Customer effort is the strongest driver…

If you’ve been tracking your Customer Effort Score (CES), you’ve hopefully gained insights into ways to improve your customer relations. But if you’re also measuring Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), you’re probably wondering how important it is to track customer effort. These KPIs have a…

More than any individual interaction, the customer effort defines overall customer loyalty. If customers are forced to put in a lot of effort, they’re 96% more likely to be disloyal. It makes sense. Customers value their time and their peace of mind, and their favorite companies and brands respect and…

Your Ultimate Guide to Customer Satisfaction

Did You Deliver on CX Last Year?

Are your credit union members ready for ITMs?

Best Ways to Fuel Positive Customer Relations

Will Customer Effort Score Be the Next Best Predictor of Success?

Will Customer Effort Soon Be a Thing of the Past?

How do you build customer loyalty?