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Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
The WOW! Awards are an organization that honors outstanding customer service based on customer nominations. Founded in 1997, it is used by various public and private sector organizations in the UK and Australia.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
PDF is a file format developed by Adobe in 1992 to present documents independently of software, hardware, and operating systems. It is based on PostScript, a page description language, and has evolved to support various features such as multimedia, encryption, and digital signatures.
A call centre is a facility for handling large volumes of telephone enquiries, while a contact centre is a broader concept that includes other communication channels. Learn about the origins, types, and features of call centres and contact centres, and their impact on customer service and labour.
Adding unique goods or services like free Internet access inside the fast food restaurant gives the customer the ability to surf the Internet while enjoying a meal. Often a variant will become part of the CBP on a continuous basis, thus it becomes a permanent peripheral good or service. Customer benefit package
Promotion is a type of marketing communication to inform and persuade target audiences of a product, service, brand or issue. It can be done in person, with traditional media, or with digital media, and has different objectives and methods.