What is customer satisfaction and why is it important?
Customer satisfaction is a measurement of how a company meets a customer’s expectations with its products and services. Read to learn why this is important
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Why customer experience matters for B2B
xplore the importance of customer experience in B2B and its impact on your business success.
Discover how to enhance CX and drive growth in this informative post.
Turning customer voices into tangible change
Turning customer voices into tangible change Tools used Data integration Product-specific surveysAdvanced reporting NPS tracking Thanks to an award-winning Voice of Customer (VoC) program built with Forsta, Virgin Money has made customer experience a driving force in its banking business. The challenge How to hear and harness 3.3 million customer voices Virgin Money’s business is vast – […]
The ultimate guide to Customer Experience strategy
The ultimate guide to Customer Experience strategy 7 secrets at a glance Build executive support Strategize and plan Get organized Lose the silos Communicate Add Voice of the Employee Act fast and innovate How to optimise your customer experience strategy – the 7 secrets What is a customer experience strategy? It’s where you lay out […]
Top 8 benefits of customer retention
Top 8 benefits of customer retention What is customer retention? Customer retention is what organizations do to stop customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than […]
How to calculate customer churn rate?
Churn rate is the rate at which customers refrain from continuing their business with a company. Check out our guide on how can calculate your churn rate.
Breaking the spend cycle: lower customer acquisition costs through operational excellence
Content Understanding customer acquisition costs Avoiding the “buying revenue” trap Shifting from transactions to relationships Operational excellence as the foundation of brand promise Strategies to reduce CAC through operational excellence The power of resilience in customer acquisition Putting it all together to break the spend cycle Acquiring new customers shouldn’t feel like setting a match […]
What is customer success – the ultimate guide
What is customer success – the ultimate guide What is customer success? Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service. (Gartner). Alternatively, it’s a long-term, scientifically engineered, and professionally directed business strategy for maximizing customer and company sustainable proven profitability. (Customer Success Association) At Forsta, we consider customer […]
7 types of customer feedback and how to use them
There are many types of customer feedback that can be applied in different ways. Discover our 7 favorite types that you can use to collect feedback.
What is customer experience and why is it important?
When was the last time you were thrilled – or frankly annoyed – as a customer? Well, that’s what customer experience (CX) is: the overall perception that customers have towards a brand based on the cumulative effect of all the interactions (positive or negative) they’ve had with this brand.
