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‘Technology has made it possible for even small businesses to leverage innovation to improve their customer service and outpace competitors by building customer loyalty.’ BARE shares an article by Pritom Das for Entrepreneur with the relationship between technology and customer service.

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The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. While businesses primarily focus on Promoters and Detractors, they’re missing out on a considerable and influential part of their audience: the Passives. 
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You should always be observing and learning from your customers: Their habits, behavior, and feedback all measure the strength of your company’s relationship with its customers. If you’re not watching your customers, your competition is. Read more