Perceptive blog
Perceptive Team - 13 February 2020
As an aspiring CX leader or champion, it's essential to understand the four elements that leading customer experience businesses excel in: self-evaluation, knowing their customers, customer journey understanding, and critical touchpoint...
Perceptive Team - 03 December 2018
If you want to get a complete picture of your business, incorporating your Net Promoter Score℠ (NPS) into your reporting is essential. Calculating your NPS does more than measure customer loyalty. It indicates how well your business is...
Perceptive Team - 11 June 2018
As part of your Net Promoter Score (NPS) survey, we recommend including a follow-up question that measures customer retention. This question provides a good indication of the likelihood of gaining repeat business and also provides useful insights to...
Perceptive Team - 07 May 2018
If you conduct regular Net Promoter Score (NPS) surveys to get customer feedback, gauge sentiment, brand health and likelihood for repeat business, chances are you’ll know who your most valuable customers are. These are the customers who give you a...
Perceptive Team - 30 April 2018
Analysing your customers' major pain points is a simple, but not always easy, way to improve retention and reduce customer churn. The key? Identify the issues and their root cause(s). Here are a few pointers to help. 1. Ask what they would improve...
Perceptive Team - 26 February 2018
Net Promoter Score (NPS) is a supremely useful tool—in more ways than one. Not only can it tell you the likelihood of gaining repeat business, it can also serve to gauge the overall health of your business. What NPS reveals about your business...
Perceptive Team - 24 October 2017
Most experiences customers have with brands today take place online. Subsequently, customer service and the customer experience management has, as a whole, shifted to the owners of these channels—the marketing department. This has created a whole...
