Essentiel ConsultingCustomer Journey Analytics is an advanced analytical approach that tracks and analyzes the entire customer journey across various touchpoints and channels. This method provides businesses with a comprehensive view of the customer experience from initial awareness through to post-purchase behaviors and loyalty. By integrating data from multiple sources—such as websites, mobile apps, social media, customer […]
Sentiment Analysis is a branch of natural language processing (NLP) and data analytics that interprets and classifies emotions expressed in textual data. This technology helps businesses understand the sentiments, opinions, and intentions of their customers by analyzing words and phrases within communication channels such as social media posts, customer reviews, support tickets, and more. The […]
Customer Health Score (CHS) is an aggregated metric used primarily in the Software as a Service (SaaS) industry, though it’s also applicable in other subscription-based and service-oriented businesses. CHS synthesizes various data points to provide a comprehensive view of the health and potential longevity of a customer relationship. This metric helps companies predict customer behaviors, […]
Net Promoter Score (NPS) is a widely used metric that gauges customer loyalty and the likelihood that customers will recommend a company’s products or services to others. Developed by Fred Reichheld and introduced by Bain & Company and Satmetrix Systems in 2003, NPS is based on a single question: “On a scale of 0 to […]
It’s not just about answering calls faster or meeting quotas; it’s about creating a memorable customer experience that promotes loyalty and drives business growth. Key Elements of an Exceptional Customer Service Strategy: 1. Proactive Communication: Stay ahead by anticipating customer needs and reaching out before they have to ask for help. This not only solves […]
With the implementation of Spain’s new customer service law on November 1, 2023, companies both within and outside the country face a new paradigm in consumer relations management. This legislation aims to set a high standard of customer care ensuring that consumers receive prompt, efficient, and free service. Below, we detail who is affected by […]
In the ever-expanding global market, never underestimate the impact of local phone numbers for customer service. Here’s why they are crucial: Incorporating local phone numbers into your customer service strategy is more than just a logistical decision. It’s about connecting with your customers in a meaningful and respectful way. #CustomerService #LocalNumbers #GlobalBusiness #BrandTrust