Every small business owner wants happy, satisfied customers. But are those customers coming back? Loyalty is not only the holy grail of a sustainable business,

50% of customers who say they are “satisfied” don’t return’ – understanding the psychology behind customer feedback is key to recovering their loyalty and repeat

In today’s experience economy, customers aren’t just buying products or services, they are buying the experience too. Having the best product in the market does

Going beyond quantitative metrics to qualitative insights in Voice of the Customer programmes In today’s business landscape, post-interaction customer calls and automated surveys have become

Have you ever felt like customers are holding back in interviews? They answer questions, but something tells you they aren’t revealing the full story. That’s

Would you ever tell a friend you had a “4/5” experience with a company? Of course not. That’s just not how we talk or communicate.

Retailers have long relied on a variety of tactics to influence consumer behaviour. Many of these strategies – such as strategic product placement, psychological pricing,

Most companies think they are listening to their customers because they conduct interviews, collect feedback, and compile reports filled with quotes and anecdotes. But true

Why Decoding Customers’ Real Needs is Critical Many businesses believe they’re listening to their customers simply by collecting feedback. Surveys, ratings, and open-ended questions often