Summary of what you will discover: The consumer is an irrational being, guided by his emotions as much as by his reason, even for purchasing decisions. In order to speak to their customers’ emotions, companies [...]

The birth of the Customer Effort Score During the act of purchasing or using a product or service, delivering satisfaction is not the only criterion to be used when it comes to measuring customer satisfaction. [...]

Loyal or disloyal ? The NPS will tell you : The NPS, or Net Promoter Score, is an indicator that measures customer loyalty. Created in 2003 by Fred Reichheld, consultant at Bain & Company, it [...]

A Score for measuring customer satisfaction In the field of Customer Relationships, the CSAT is an acronym for the Customer SATisfaction score, which measures the satisfaction of a customer following an interaction with a company. [...]

Listening, understanding and interacting with the customer Difficult and demanding customers, proliferating channels and points of contact, an expanding offering, more complex purchasing paths... And yet, if the company places the customer at the heart [...]

The culture of the "customer centric" at the origin of Workforce Management In 2010, MediaTech offered a platform only for sending messages (SMS, MMS, voice messages, emails)  to its call center clients. One client asked [...]

Decide, act : each user profile has a customized view, which offers both operational and strategic capabilities for running Customer Experience programs Driving a business means defining objectives and the means that will allow the [...]

Technology has restored customers back to their throne, giving them not just unrestricted access to information when and how they want, but full control of their buying journey. With such an educated and empowered customer [...]

Black Friday has become a retailers goldmine, with shoppers expected to spend an average £2b in stores and online across the UK. But with this surge in traffic comes the surge in call to contact [...]

Interview with Thierry Aubert, COO of MediaTech Solutions, Publisher of Instant eXperience, the Feedback Management solution. Capturing Customer Feedback is not sufficient to create value, your solution needs to go further in its initial approach [...]

Measuring, capturing, and monitoring feedback analysis, are steps that companies have mastered and learnt to control. But what transpires at the operational level to support these steps? How do they take advantage of the valuable [...]

The choice of indicators has to be made in alignment with company’s objectives. Nonetheless, companies involved in Customer Experience improvement programs have to pay close attention to the indicators selection. Having said this, there are [...]

The following statistics about customer service are once again showing the importance for organizations to manage Customer Experience. Customer Feedback Management solutions such as Instant eXperience powered by MediaTech Solutions allows companies to effectively manage Customer Experience. [...]

One of the main distinctive features of Key Accounts is that they are usually global companies. Taking this into account, headquarters necessarily make some benchmarks upon several issues between subsidiaries from different countries. Customer feedback [...]