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Healing The Pain: Responding To Bad Experiences To Boost Customer Loyalty
Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.
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Are your customers working too hard?
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.