customer experience strategy

CUSTOMER EXPERIENCE STRATEGY FRAMEWORK

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 …

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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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HOW SHOULD YOU EFFECTIVELY COMMUNICATE IN SALES?

Effective internal communication in a company is crucial for a successful impact on revenue and relationships with existing, loyal customers. When you disperse responsibility for customer retention throughout a company, you can get some unexpected—and negative—consequences. You can also hurt sales efforts with new customers.  Consider the findings from a Workforce.com study, 60% of companies …

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