Results for : customer churn

How to Choose the Right CX Consultant

The customer experience (CX) embraces a network of touchpoints (TPs) that customers follow from start to finish in their engagement with a brand. Typical examples of early TPs are seeing the brand for the first time when it is used by another person, listening to the opinions of users, reading…

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experience differentiation. While at one time the way for companies to maintain a corporate advantage was product differentiation, things have changed in saturated markets where customer loyalty is harder to gain—and keep. While most businesses…

How to Retain Employees, Engage Customers, and Win in 2023

In the modern business world, CEOs carry responsibility for their company's continued growth and profitability. They report to stakeholders on their devised strategies for dealing with environmental and competitive threats and promoting meaningful differences to consolidate brand loyalty. These leaders agree that realistically the most viable route to better results…

The Buck Stops At The Top: Here’s Why Today’s CEOs Are Nervous

Are you a CEO, COO, or business owner, facing the challenges caused by the pandemic and everything that came with it? Many top analysts believe that 2022 and beyond is shaping up to test you to the limits, fueled by the two ingredients the C-suite fears the most - risk…

Why a Customer Success Management Program is Vital to Every Business

Over time, the pendulum has swung from "The customer is always right!" to a more nuanced understanding of the entire relationship between customer and provider. From a focus on customer satisfaction to a broader view of customer experience as a whole, today many of our conversations prioritize customer success. So,…

How to Build a Customer Base for the Long Term

Everyone knows that if you want to build something big, you need a strong and steady foundation. In other words, you need a solid base as a starting point. Customer experience is no different: All your basic successes depend on your base -- your customer base, that is. What is…

Great Techspectations: Making Technology Do It All So We Don’t Have To

If you had a hammer, would you: (a) Hammer in the morning, hammer in the evening, all over this land (b) Expect the hammer to build you a house If you chose (a), you're probably a fan of folk songs, a DIYer, or both. If you chose (b), you're one…

The Season of Churn: Pandemic-influenced Consumer Attrition

The COVID-19 pandemic was a B2B and B2C upheaval that made traditional marketing and organizational protocols look obsolete almost in the blink of an eye. Simply taking an unmasked trip to the supermarket may land you in the hospital, or worse, on a respirator. Then, social events relying on crowd…

Responding to Negative Feedback

The negative feedback arena is vast because it embraces customers and employees — the lifeblood of every business — but is it an essential consideration with all else going on? “Essential” is an understatement; crucial is more to the point. Reacting to peoples’ comments about missteps in your operations can…

Customer Lifetime Value (CLV) – A Key Metric in the Pursuit of Customer Service Feedback

What is the lifetime value of a customer? Marketing executives in businesses all over the USA are concentrating on getting the most out of customer lifetime value. It's another way of saying they're trying to derive the highest customer net profit over the entire time that the customer remains committed…

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