Customer Experience

THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY

Customer experience strategy includes your plans for both customer acquisition and customer retention. I can’t emphasize enough that acquisition and retention aren’t either/or options. Companies need both. Every company needs a way to get new customers coming in the door (customer acquisition). At the same time, companies need clear, consistent processes to keep their customers …

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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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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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The Rule of 80-20 For Customers on the CX Leader Podcast

The Rule of 80-20 says you get 80% of the distance to your goal with 20% of the effort. In the world of sales, the 80-20 would mean that 80% of a company’s revenue comes from just 20% of its customers. Does that work? Can you apply that “Rule” to sales accurately? Certainly, the perception …

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The One-Two Punch to Unleash Word Of Mouth Magic

Word of Mouth. It’s that magic businesses strive to build. But how? Last night I went out for dinner to a nice steak place. I was…well, to be honest, I was a royal pain in the arse. See, I’m getting toward the end of Whole30. Have you heard of Whole30? It’s 30 days with no …

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Customer Experience That Boosts Profitability

Creating an awesome customer experience is timeless. How you create that customer experience is not. The way you engage with customers to enhance their loyalty and bring them back to your business again and again is driven by trends. If you’re not careful, the who, why and how you reach out to customers will feel …

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