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“Is brick-and-mortar really dead?” Is a question tossed around frequently in the world of customer experience. With the rise of e-commerce and the world of social shopping, many businesses have quickly shifted their CX measurement focus from physical stores to online channels. However, although online forms of engagement may be beneficial to enhance the customer...
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Over the last decade, WhatsApp has emerged as a powerful messaging solution with a very promising future. Currently holding 1.5 billion monthly active users, it’s proven to be far-reaching, convenient for users, simple to administer – and more recently, accessible to businesses.   With a segue into the business world through a dedicated app, a number...
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In a recent Forrester’s CX Index study, it was reported that “a whopping 81% of brands had stagnant [Customer Experience] scores in 2019. Many industry front-runners saw their scores decay, and for the fourth year running, no brand made it into the “excellent” category.” Over the years, providing an exceptional customer experience has played a...
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Since its inception, Tripleseat has strived to provide restaurants, hotels, and unique venues with an event management platform that is easy-to-use, intuitive and provides an increase in event and meeting sales. Tripleseat was founded after seeing how many restaurants and hotels manage their events business with pen and paper or multiple digital tools.  They made...
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Today, obtaining feedback through the use of online and offline surveys has become a growing practice for thriving businesses. With the modern customer’s high demand for personalized experiences and more tailored products and services, feedback has become a central component in delivering a superb customer experience that outweighs competitors. However, while many businesses cite having...
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When it comes to measuring customer satisfaction, the Net Promoter Score (NPS) has remained a tried and true metric for many years. Used within  a number of industries, an NPS survey asks a simple one phrase question, that provides constructive feedback and an understanding of overall sentiment, using a scale from 1 to 10. With...
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It’s been said that happy employees equal happy customers, and there is much truth to that. When it comes to customer service and the overall experience, employees play a monumental role. They are the people who interact with customers on a regular basis and sell your product or service – which means if employees aren’t...
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When it comes to designing a product or providing great service, the customer should always be top of mind. Customer feedback and sentiments matter and are pivotal in the success of any business. This is especially true within recent years where online forums and word of mouth can have such a monumental impact on reputations....
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Over the years, employee engagement has proven its success in multiple facets of business operations. According to a Gallup poll, engaged employees are 21% more productive than their less engaged counterparts, 42% are more likely to produce a better quality product or service, and 37% are less likely to call in sick or be absent...
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Leveraged by a wide variety of industries, a Net Promoter Score has been a heavily adopted survey tactic that helps businesses gauge loyalty. Since inception, it’s proven to be successful, with many businesses citing it as a competitive advantage and a tool for revenue growth. In this article, to help provide a top-down understanding of...
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The Benbria Blog

The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.

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