your journey to customer retention &
lucrative customer loyalty

Customer Experience

CUSTOMER EXPERIENCE

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

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Customer Retention Articles

WHAT ARE THE THREE TYPES OF CUSTOMER LOYALTY?

You may wonder how there can be three types of customer loyalty, and the reality is that all loyal customers are not created equal. If you don’t understand the difference between those groups, your company can end up chasing the wrong kinds of customers, which can waste time and money. Just in case you’re not

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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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