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Customer Experience

CUSTOMER EXPERIENCE TRENDS FOR 2021

As companies emerge from COVID-19, customer experience trends for 2021 (and likely beyond) are shifting to reflect the “new normal.” From internal communication to customer engagement and employee experience, it’s more important than ever for companies to be intentional in order to inspire loyalty and growth.  What is the future of customer experience? It doesn’t

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Customer Experience

WHAT ARE THE FOUR ELEMENTS OF A CUSTOMER EXPERIENCE MODEL?

Successful companies find the best way to earn long-term loyalty means activating four elements of customer experience: Vision, Empathy, Alignment and Consistency. I say “successful companies” because many companies never get past the point of identifying priorities for CX.  Sometimes companies stall because departments don’t always coordinate their work, technologies don’t integrate, or individual employees

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Customer Retention Articles

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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Communication

WAYS TO IMPROVE COMMUNICATION IN AN ORGANIZATION

Improving communication in an organization starts with thinking of employees as internal customers. Yes, it’s true they are there to work. But they also need to buy into your messaging, company values, and goals for the future as strongly as your customers. Scratch that—they need to buy in stronger than your customers. Because they are

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Communication

HOW SHOULD YOU EFFECTIVELY COMMUNICATE IN SALES?

Effective internal communication in a company is crucial for a successful impact on revenue and relationships with existing, loyal customers. When you disperse responsibility for customer retention throughout a company, you can get some unexpected—and negative—consequences. You can also hurt sales efforts with new customers.  Consider the findings from a Workforce.com study, 60% of companies

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measuring tap - what is effective communication?
Internal Communication

WHAT IS EFFECTIVE INTERNAL COMMUNICATION?

When business leaders try to answer the question, “what is effective internal communication,” they can often get this idea confused with “what is good internal communication.” Good communication can be reduced to a simple matter of frequency. If you are repeating your value propositions and mission statement over and over, you might think this is

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