Customer Experience

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 …

THREE CUSTOMER LOYALTY IDEAS TO KEEP LONG-TERM CUSTOMERS Read More »

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 …

THE SURPRISING BYPRODUCTS OF CUSTOMER EXPERIENCE STRATEGY Read More »

Title image for customer experience strategy best practices

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 …

CUSTOMER EXPERIENCE STRATEGY BEST PRACTICES Read More »

Title image for what is customer experience?

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 …

WHAT IS CUSTOMER EXPERIENCE Read More »

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 …

THE KEY TO UNLOCK LONG-TERM, LOYAL CUSTOMERS Read More »

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 …

MARKETING PET PEEVE: CUSTOMER ACQUISITION VS. CUSTOMER RETENTION Read More »

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 …

THE RULE OF 80-20 FOR CUSTOMERS: THE CX LEADER PODCAST Read More »

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 …

THE ONE-TWO PUNCH TO UNLEASH WORD OF MOUTH MAGIC Read More »

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 …

CUSTOMER EXPERIENCE THAT BOOSTS PROFITABILITY Read More »