Ali Cudby

What Separates Customer Experience Leaders From the Laggards?

Customer experience leaders are increasingly winning over the laggards in the battle for customer retention and revenue. And more importantly, what can you do improve customer experience? This article from CMS Wire, reveals the gap between customer experience leaders and laggards is widening. “A rising tide of customer engagement, fed by increasing levels of contact …

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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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Trust, Safety and Customer Experience Are Connected

Safety, trust, and convenience may seem like unrelated standards for business, but they’re actually intertwined. That’s what Alignmint’s CEO Ali Cudby says in this article from CMS Wire. “The notion of ‘safety’ is greater than physical or even purchase safety. It extends to trust in your organization,” Cudby added. “When customers can rely on you, …

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