Customer Experience

Why The Customer Journey Will Only Take You So Far

Key takeaways: Customer journey is often mistaken for the customer experience – but the concepts have key differences. Customer journey […]

4 Ways to Get Smarter About Customers

    The average small business loses half its customers in three years. Don’t be average. Take a very close […]

The Five Pillars Of A Mature Voice-Of-The-Customer Program

Chris Breslin has five steps for fine-tuning your voice of the customer program to ensure it drives business value and […]

Seven Steps To Better Customer Engagement

  Customer engagement is probably a term you’ve heard thrown around. It’s certainly fashionable. Management consultants write about it. Business […]

15 Valuable Store Services For Customer Retention

  Have you ever asked yourself why you seem to frequent a store over the others in the city or […]

4 Smart Tips To Improve Customer Retention at Your Startup

  Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit. After all, […]

The Six Customer Insults You Must Stop Causing

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers […]

The 4 Stages of Customer Experience

The average customer is connected to five different devices and constantly switching channels to research, discover, and purchase a product. […]

Prove Your Customer Experience Program’s Worth

Customer experience is having its moment in the sun. This will come as a surprise to exactly no one. But […]

Death to the Survey: How to Turn Customer Feedback Into a Brand Experience

  Credit: iStock/Courtney Keating Three Ways Brands Can Improve Their Customer Data Collection Process This past summer my wife and […]