Archive for March, 2019

How exactly do you measure customer satisfaction?

Saturday, March 30th, 2019

As a small business owner, you know that delivering an outstanding customer experience is one of the most important things you can do to be successful. But – how exactly do you measure customer satisfaction? Here are a few common customer experience metrics Net Promoter Score (NPS): The NPS is an index that ranges from […]

How to define the customer experience (CX)

Saturday, March 23rd, 2019

What exactly is customer experience (CX) and why is it so important? Customer experience is the sum of all experiences a customer has with your business, either during one transaction or over the lifetime of your relationship. Customers receive some kind of experience when dealing with your business, ranging from negative to positive. A company’s […]

Using the Empathy Map to understand your customers

Saturday, March 16th, 2019

Last week, we talked about the Empathy Map, a fantastic tool that helps you truly understand your customers, so you can more accurately deliver a product or service they’ll love. This week, we’ll dive a bit further into the Empathy Map. The empathy map has seven quadrants: 1. Who are we empathizing with? Briefly define […]

The Empathy Map and entrepreneurship

Saturday, March 9th, 2019

We use the term empathy in business to reflect our understanding of our customers – who they are, what they like and don’t like, what motivates them to buy something or not, and what pains we can solve for them. Why is empathy important in business? When we show empathy for our customers, we understand […]

Small business blog posts we liked this week

Saturday, March 2nd, 2019

From AI to authenticity, here are some of the small business blog posts and articles we’ve enjoyed lately. Got any of your own to share? How To Work From Home at Forbes AI Is Disrupting Freelancing: Here’s How You Can Thrive at Entrepreneur 5 lessons accountants can learn from tech startups at Accounting Today Authenticity: […]