Encompass-CX

    Why NPS Is Not An Indicator of Happy Clients

    Author: Tom Cates On: September 13 Categories: customer experience No Comments

    John Kelly, Managing Director at ADEPT Customer Experience, nails one of the biggest issues that Net Promoter Score (NPS) has, in his LinkedIn Pulse article. He simply states:

    The point then, is...

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    5 Customer Retention Stats Businesses Keep Ignoring

    Author: Scott German On: August 17 Categories: customer experience 1 Comments

    Learning how to increase client engagement and build customer retention is a vital skill that all organizations should master. How client feedback data gets interpreted is different for everyone....

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    Finding A Solution To Your CRM Frustration

    Author: Scott German On: July 01 Categories: customer experience No Comments

    Customer Relationship Management (CRM) systems get a lot of praises and are regularly accepted as a necessity for any successful business. They are designed to help you organize information and...

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    Client Acquisition: How To Grow When Acquisition Is Costly

    Author: Tom Cates On: March 23 Categories: customer experience No Comments

    Sometimes, client acquisition is a costly path to go down. It requires building a sales team and implementing a marketing strategy to reel in new clients. Meanwhile, everybody around you has their...

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    Why Loyal Clients Are Saying The "F Word"

    Author: Scott German On: March 04 Categories: customer experience 2 Comments

    Has any of your loyal clients ever used the “F word” when talking about your product or you? Nothing can feel more embarrassing than hearing a client say they are “fine.” Boy, that can hurt pretty...

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