your journey to customer retention &
lucrative customer loyalty
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
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
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
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