Customer Experience

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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THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY

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 …

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CUSTOMER EXPERIENCE

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 …

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Featured Image, Three customer loyalty idea to keeping long term customers with speech bubbles

THREE CUSTOMER LOYALTY IDEAS TO KEEP LONG-TERM CUSTOMERS

“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 …

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competitors are trying to hook your loyal customers

THE KEY TO UNLOCK LONG-TERM, LOYAL CUSTOMERS

Your long-term, loyal customers are in jeopardy. Right now. Your competitors are circling. They’re baiting their hooks, hoping to lure your hard-won clients away. Whether your customers bite will be directly related to the relationship you (and your company) have developed with them. In other words, your objective is not just to land customers, but …

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MARKETING PET PEEVE: CUSTOMER ACQUISITION VS. CUSTOMER RETENTION

Everyone has their marketing pet peeve. Mine is companies that reward new customers acquisition instead of repeat buyers. And it happens All. The. Time. Just the other night, I ordered food from a delivery company I hadn’t used before. Yep, this new COVID world needed a little variety. As a first-time customer, I got the …

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THE RULE OF 80-20 FOR CUSTOMERS: 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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