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 …
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 …
THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY Read More »
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 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 …
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 …
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 …
WHAT ARE THE FOUR ELEMENTS OF A CUSTOMER EXPERIENCE MODEL? Read More »
“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 …
THREE CUSTOMER LOYALTY IDEAS TO KEEP LONG-TERM CUSTOMERS Read More »
