Ali Cudby

CUSTOMER EXPERIENCE STRATEGY FRAMEWORK

You’ve probably heard of customer experience, also known as CX. It continues to be a popular topic, and it’s more than just a buzzword—it’s a strategy that can make or break your business. Research by Bain & Co. uncovered that companies that improve their retention rates by as little as 5% see an increase in […]

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WHY EFFECTIVE INTERNAL COMMUNICATION IS CONSIDERED IMPORTANT

Losing a customer isn’t fun, especially if they love your product. When a customer says, “I love what you do, but I’ll never buy from you again,” It can leave a company with questions about what went wrong and how they can prevent it from happening again down the road. When a company has gaps

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WHAT SEPARATES CUSTOMER EXPERIENCE LEADERS FROM THE LAGGARDS?

Customer experience leaders are increasingly winning the battle for customer retention and revenue. What can your company do improve customer experience? This article from CMS Wire, reveals the gap between customer experience leaders and laggards is widening. As always, I’m thrilled to share my expertise in the article. How does your company become a customer

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IS NET PROMOTER SCORE LEADING YOU TO MAKE BAD BUSINESS DECISIONS?

Net Promoter Score is everywhere. Like the 1950’s movie The Blob, NPS has seeped into the cervices of businesses trying to improve customer experience. While NPS has its value, being reliant on the NPS score as the marker of customer loyalty will lead companies to bad decisions. The sad reality is that these decisions can

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