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Customer experience, service excellence, NPS programs, and turning customers into advocates.
17 articles
Free Playbook
27 interactive modules — no email required.
We turned over 70% of inbound service at The Cooling Co to AI agents. CSAT didn't move. Customers couldn't tell — and the ones who could, didn't care. Six shifts for the new service org: tier-1 is a layer not a level, harder work means higher pay, escalation as triage, metrics beyond CSAT, self-service that grew teeth, and hard cases as training data.
Read more →Most companies spend 80% of their growth budget on acquisition while the economics overwhelmingly favor retention. This guide provides 15 implementable retention tactics organized into four frameworks: Measurement, Prevention, Recovery, and Expansion -- with metrics, processes, and 90-day implementation plan.
Read more →Most companies treat service as a cost center. The data shows it's one of the most powerful revenue levers in the business. This guide covers the service profit chain, NPS-revenue correlation, service recovery paradox, and how to restructure your team to drive retention, expansion, and referral revenue.
Read more →Most companies collect NPS data but never use it to drive decisions. This playbook covers NPS calculation, industry benchmarks, survey best practices, closed-loop response protocols, and how to connect NPS improvement directly to revenue growth.
Read more →Difficult customer interactions aren't problems to survive -- they're opportunities to build extraordinary loyalty. This guide provides the HEAR framework, LEAP de-escalation technique, real scripts for common scenarios, and team wellbeing strategies for service organizations.
Read more →Explore critical customer journey questions for data-driven strategy. Boost customer experience and ROI with actionable insights.
Read more →Learn to build customer loyalty and measure client delivery satisfaction. Get pragmatic tips for handling challenging customer situations effectively.
Read more →Learn how to identify customer pain points regularly. Discover effective strategies to gather customer feedback, and analyze data.
Read more →Get essential service questions to ask during a service audit. Learn to analyze results and formulate an action plan for customer satisfaction.
Read more →Craft buyer personas and fine-tune communication for a customer-centric approach. Understand the impact of a WOW service strategy on business success.
Read more →Discover the perks of a regular customer service audit: improved performance, heightened customer satisfaction, and data-driven decision-making.
Read more →Learn about the importance of an interactive customer journey and how it can help your business deliver exceptional customer experience in the digital age.
Read more →Understanding the customer journey: Learn how to create a seamless and engaging customer journey that your customers will love with our beginner's guide.
Read more →Start improving service quality and drive business success with service audits. Read our blog to learn about the benefits, process, and key metrics.
Read more →Listen to what people want, so you can deliver in a way that will keep them coming back for more. Use customer advocates to strengthen your client base.
Read more →Customer advocacy is a sure way to increase sales for your business. So improve customer advocacy for your brand with gardenpatch's expertise.
Read more →What is Customer Advocacy? It is when people can't shut up about how much they love your business. Encouragement is key, this is how we do it 2023.
Read more →27 interactive modules — exercises, frameworks, and scoring templates.