Your NPS score is at an all-time high and you just onboarded a new client with the power of positive word-of-mouth from one of the satisfied customers.  Well, this is the power of NPS. Not only does it help you build strong relationships with your customers, it significantly boosts your company’s growth.  However, not all loyal customers actively endorse your products  — making it crucial to delve deeper into your NPS data.  While your NPS program brings back a variety of quantitative and qualitative data,  what really matters is how you understand the data and bring i ..read more

Software development is teamwork. From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. On the other hand, many software teams face difficulties in creating a productive teamwork environment. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed. The result? Missed deadlines, product defects, and disappointed clients. In this post, we will look at ways to improve collaborati ..read more

Surveys, embedded in a web application, yield as high as 60%-70% response rates!  Such huge numbers, right?  This high level of engagement provides businesses with a wealth of valuable data to enhance decision-making processes. You see, these surveys aren’t just about randomly pestering visitors. They’re vital for boosting customer engagement and helping businesses demonstrate their commitment to listening to their audience and delivering personalized experiences.  So,if you’re on the fence about whether these popup surveys are worth the effort, stick around.  Let’s discuss ..read more

As one of the fastest-growing economies in Southeast Asia, Indonesia presents a unique set of opportunities and challenges for businesses aiming to deliver exceptional CX. To understand this industry, we recently embarked on a comprehensive study involving over 180 CX leaders in Indonesia. Our goal was to delve deep into the state of CX challenges and opportunities within the Indonesian market.  Study Coverage The study was conducted with 180+ CX experts across various industries.  15% from banking 13% from Automotive 12% from both Insurance and Telecommunication 11% from SaaS 9%, 7 ..read more

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development. Small businesses need to adopt a multi-faceted online strategy that emphasizes building deep, meaningful relationships with their customers and differentiating themselves from the competition ..read more

The world of finance is always under threat, especially when it comes to online financial services. As expected, this is what cybercriminals target. Financial services juggle money, but also personal information that can get into the wrong hands. This is why, in the world of finance, ensuring security is paramount. Practices like “Anti-Money Laundering”, or “AML”, are the barrier between your financial service and cybercriminals.  AML practices keep money safe and protect the integrity of a financial system. It’s about safeguarding your customers’ funds and personal information, as well a ..read more

When you talk to your audience, are you sure you’re speaking the right language? The language, of course, is video. With the rise of ubiquitous high-speed internet, video has become the de facto standard of online communication today. It’s everywhere from landing pages to blogs to social media. According to Cisco, online video consumption will only keep growing into the future.  And it’s no surprise. Multiple studies have shown that people retain information far better with video and audio than they do with audio, images, or text on their own (in that order). It’s also the primary way we ..read more

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.  Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as cr ..read more

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! And if that’s true then how can you stop it from happening? Well, the answer lies in gathering, analyzing, and taking action on customer feedback. By actively gathering and listening to the voices of your customers, you can gain a deeper understanding of your target audience, enhance product or service offerings, and build stronger relationships with your customers. Now, to effectively harness the power of cus ..read more

SAAS is a rapidly growing industry, almost 20% per annum according to a study by Harvard Business Review, businesses that actively engage with customer feedback witness a 15-20% increase in customer retention rates, leading to a staggering 50-100% boost in revenue.  However, the flip side of this coin is equally illuminating. Ignoring or neglecting customer feedback can prove detrimental, sometimes with irreversible consequences. Research conducted by Microsoft revealed that a staggering 52% of customers worldwide switched to a competitor due to poor customer service experiences. Feedback ..read more