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Having happy, engaged employees in customer-facing roles will help to drive your business forward. Richard Branson, who’s built a few successful businesses in his time, has made his views clear:

"Train people well enough so they can leave, treat them well enough so they don’t want to."

"Take c...

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As we respond to the ebb and flow of the changing circumstances under which businesses operate, we know that much effort is put into understanding the impact these changes have had upon measures such as employee engagement, customer satisfaction and P&L. I would also argue that seeking to understand...

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ServiceTick has been monitoring NPS and Customer effort via email surveys for the past 6 years across a basket of around 20 GI brands. We gather transactional feedback from customers (i.e. feedback soon after the customer has had an interaction with the company) at the primary touchpoints of new bus...

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Remote working has been on the rise over the last few years, but the Coronavirus emergency has seen millions forced to work from home for the first time in their lives. Nations, businesses and the general public should be incredibly proud of how quickly they transitioned into these new ways of wor...

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This may be a new decade, but customer experience remains one of the most critical factors in retaining customers. In 2020 the majority of businesses (outside retail) will see 90% of their income generated by existing customers. So, it’s absolutely vital to know what your existing customers think of...

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