your journey to customer retention &
lucrative customer loyalty
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”
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
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
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
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
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