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Customer Retention Articles

HOW TO BUILD CUSTOMER LOYALTY FOR B2B BRANDS

Customer loyalty is one of the best drivers of revenue and profitability in a company. Keeping your customers is an effective path to long-term growth—perhaps your most effective path. Research shows that when companies reduce customer turnover by a scant 5% they add 25-95% more profit. Maybe that’s why when you search for “customer loyalty”

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Customer Retention Articles

WHAT IS CUSTOMER LOYALTY?

Customer loyalty is when a person or organization does business with your brand on a repeat basis. Does that sound like something you can take for granted? Before you say “yes,” or even “I think so,” consider that the Havas Global Meaningful Brands Study of 2019 found that 77% of brands could vanish from the

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Customer Experience

THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY

Customer experience strategy includes your plans for both customer acquisition and customer retention. I can’t emphasize enough that acquisition and retention aren’t either/or options. Companies need both. Every company needs a way to get new customers coming in the door (customer acquisition). At the same time, companies need clear, consistent processes to keep their customers

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Customer Experience

WHY IS CUSTOMER EXPERIENCE IMPORTANT

Pop quiz: How much more expensive is it to acquire a new customer than to keep an existing one?  If you said five times more expensive, then you’ve read a lot of the same articles I have. This has been a go-to statistic for so long, we’d be hard pressed to find someone in business

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Customer Experience

CUSTOMER EXPERIENCE STRATEGY BEST PRACTICES

When a business practice becomes trendy enough to merit its own acronym, you know things are getting serious. Customer experience, now known as CX, has become an important part of many companies’ strategy—and for good reason. But no matter how many Chief People Officers take the reins of customer service departments looking for a new

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Customer Experience

WHAT IS CUSTOMER EXPERIENCE

Customer experience is the view customers have of your business, both during and after their initial buying journey. This view is influenced by the product or service itself, as well as your customer service team. But your opportunities in customer experience don’t start and end there. Marketing, customer retention strategies, and your reliability are also

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