Customer Experience
How to Make Repeat Customers Feel Recognised Every Visit
A customer has bought from you eight times this year, and on the ninth visit she is greeted exactly like a stranger.
A customer took five minutes to write you a glowing review, and your reply was "Thanks for the kind words!" for the fortieth time this year. Readers notice.
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Customer Experience
A customer has bought from you eight times this year, and on the ninth visit she is greeted exactly like a stranger.
Handling Complaints
A customer posts a photo of a cracked order under your latest Instagram post, tags a friend, and the comment already has 12...
Communication
An order is going to arrive late, and the customer does not know yet.
Handling Complaints
A customer emails asking for their money back, and your stomach drops a little.
Communication
You answer the same eight questions by email every week, and typing each reply from scratch eats an hour a day.
Feedback and Reviews
You run a bakery, a bike shop or a two-person accounting practice, and someone told you to start measuring Net Promoter Score.
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