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Measuring Customer Loyalty:
Why One Metric Isn’t Enough

Why You Need More Than One Number to Describe Customer Loyalty
A critical part of customer relationship management, customer loyalty goes well beyond a customer making a purchase. While loyalty may appear as a single topic on your priority list, it would be a mistake to try to measure it with just one indicator. Measurements such as Net Promoter Score only reveal part of the picture. What you need is a customer loyalty index that describes multiple dimensions of the customer experience.

Why This Matters: Keep Reading

 

How Companies Help Customers Help Themselves
In Microsoft’s 2015 Global State of Multichannel Customer Service Report, 90% of the 4,000 consumers surveyed stated they expect self-service customer support options from their favorite companies. What are some of the ways businesses are answering this call and integrating it with other customer service channels?

Get up to speed: Keep Reading

 

Common Obstacles to Cross-Departmental Collaboration (and How to Avoid Them)
Cross-departmental collaboration is a reflection of a healthy internal culture. When employees feel comfortable working together, communicate effectively, and understand each other’s roles and functions within the system, your customer feels the difference. What are some of the most common things that get in the way of collaboration, and how can you lead employees around them? 

Problems and Solutions: Keep Reading




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