Delight customers in the experience economy: 3 ways CX can help

When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all.

Customer experience vs. customer relationship vs. customer success: Why your brand needs all 3

Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your time and resources.

Captive contact centre vs. outsourcing: The most overlooked part of retail CX

Retailers: Reverse the ‘Great Resignation’ with remote work options

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail brands will also continue, making it essential that retailers attract and retain talented employees. A key retention driver for employees in retail and many other industries are flexible and supportive work environments.

How to increase customer satisfaction by working smarter, not harder

It’s unquestionable that customer satisfaction is crucial to the success of a business. Satisfied customers are more likely to do business with you again and recommend your products and services to others. What is less clear is how to increase customer satisfaction, efficiently and effectively

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.

Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.

Digital Customer Experience Strategy: Six Key Areas to Focus your Efforts

The digital customer reality is upon us. Over the past few years, there has been the emergence of “mobile-only” customers who prefer digital and mobile tools. The line between the online and offline worlds continues to blur more every day with mobile banking and tools, virtual customer service, and robust shopping experiences. It’s nearly impossible to serve customers without employing digital channels.

Omnichannel Data is the key to a Successful Omnichannel Strategy

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

The Real Cost of Customer Experience

Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.

Is it costly to deliver an outstanding customer experience? Of course it is.

But perhaps the more important questions is, what is the cost of delivering a subpar customer experience?

Four Traits of Customer-Centric Leaders

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.