your journey to customer retention &
lucrative customer loyalty
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
CUSTOMER LOYALTY EXAMPLES
“You can’t please everyone all the time.” You probably first heard this quote when you were a child, from a trusted adult who was trying to free you of the burden of trying to be everything to everyone. In business, it sure would be nice if this quote weren’t true. But the harsh reality is
THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY
Creating an effective customer experience is more than just ensuring your customers receive the products and services they desire in a timely and efficient manner. At its core, a customer experience strategy is a framework you can lean on to ensure quality service when the demand for quantity doesn’t seem to be letting up. It’s
WHAT IS CUSTOMER CHURN AND WHY IS IT IMPORTANT?
In any company the question, “what is customer churn and why is it important” should be front and center across every department. The value is two-fold: 1) every employee needs to understand their role in reducing customer churn and 2) companies must analyze their unique churn numbers so they can find ways to improve customer
WHAT DOES CUSTOMER LIFE CYCLE MEAN?
A customer lifecycle combines the activities that your team executes with the dynamics that are being experienced on the customer’s side. You can think of the customer life cycle as the way a consumer’s relationship changes with the brand over time, based on the actions of both the company and the customer. A customer lifecycle
CUSTOMER LOYALTY
Customer loyalty is when a person or organization does business with your company 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