Manish Nepal

Lessons in brand stickiness: How to retain customers and improve brand loyalty

Okay, so your brand has the fluid marketing chops to shapeshift through the fast-changing business environment and stay relevant to customers’ demand. You also have a drool-inducing sweetness to your marketing funnel that attracts new customers. But no matter how good your lead gen...

Let’s stop trying to improve CSAT and NPS without trying these things

Image Source: Freshchat As much as customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) are touted as important keyholes to understand how customers perceive your brand, they are just lagging indicators. These insights are easy to measure but difficult to influence....

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