your journey to customer retention &
lucrative customer loyalty

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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Customer Retention Articles

HOW TO REDUCE CUSTOMER CHURN

Every company that wants to grow must focus on ways to reduce customer churn. It’s never fun to discover that a customer you’ve been serving wants to stop being a customer. This is especially true because your company’s ability to reduce customer churn is tied directly to your long-term growth. In this article we’ll dig

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Ali in the Media

CLOSING THE CONSUMER TRUST GAP: VIA CMS NEWSWIRE

How does a company close the consumer trust gap? I’m always thrilled to collaborate with CMS Wire on their articles. In this latest one I talk about ways companies can improve customer retention rates. It’s all about trust…and trust is the result of what happens inside your company. Read the article on CMS Wire. How

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Customer Retention Articles

THREE KEYS TO LONG-TERM CUSTOMERS

Long-term customers don’t bloom by accident. This was originally written in May 2015. Nothing has changed for companies that want to align for growth. “Here you go.” That’s what the shoe salesman said, thrusting two boxes in my direction as he simultaneously began to walk away. I was pretty stunned and started doing a mental

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