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Colin Bassant

Service management consultant

Customer Experience

The difference between customer satisfaction and customer loyalty
By Colin Bassant on October 18, 2018

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...

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Customer Experience

Customer Effort Score as a predictor of customer loyalty
By Colin Bassant on September 27, 2018

How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....

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Knowledge Management

KCS: Reduce IT call volume and service desk workload
By Colin Bassant on March 28, 2017

In the quest for efficiency, service desk managers are constantly asking questions. How can we reduce the number of incoming calls? And how can we reduce the average duration of the...

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Knowledge Management

Solve and evolve with KCS: The key to lower costs per call
By Colin Bassant on February 8, 2017

A supporting department can benefit greatly from a good process to keep information in the knowledge base up-to-date. If a solution to a question has been documented well, customers can...

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