(score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques.

Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. Data is collected from various touch-points a customer has with the organization and then analysed to give insights about consumer behavior. In today’s connected world where customer has [..]

It is the number of customers lost divided by the number at the start of the period and is typically expressed as a percentage (%) of all customers and on a monthly or annual basis. So for the customer attrition rate you would divide the number of customer lost by the total number of customers at the start of the period.Customer Attrition rate is a [..]

As the name suggests, Customer-centric organizations are ones, which have succeeded in keeping the customer at the center of their organization. They spend energy and effort on satisfying internal and external customers by first identifying customer needs, then establishing policies, procedures, and management and reward systems to support excellen [..]

It is a document that sets the standards for a company regarding customer service. It is also known as a code of practice, which improves access to an organization’s service and promotes quality. A customer charter also helps employees too by clearly setting out services their organization provides.

Customer engagement is the engagement of customers with one another, with a company or a brand. The initiative for engagement can be either consumer- or company-led and the medium of engagement can be on or offline. Customer engagement can help organizations to understand their customers, their needs, and increase advocacy.

The perceptions that customers have when they contact an organization or service provider about the kind and level and quality of products and services they should receive. These expectations are a factor of customers’ own previous experience with the organization or the experience of their friends.

Customers’ perception of their experience at various touch-points across their lifecycle with an organization. Please note that it is the “perception” of Customers and hence, is based on their experience of the product/service.There are 3 levels of Customer experience

The process of strategically managing a customer’s entire experience with a product or a company” :Schmitt, 2003 The process of strategically managing a customer’s entire experience with a product or a company to meet business goals”: Genroe, 2005