Results for : customer journey

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…

Advantages of Conducting Customer Satisfaction Surveys

There's nothing more disruptive to a business than customer churn. Companies worldwide are losing billions of dollars annually from dissatisfied customers moving to a competitor. However, the customer satisfaction survey has emerged as an effective tool designed to give the marketing and sales enablement teams insight into customer motivations. Customer…

Building an Effective CX Strategy

Customer experience (CX) is at the core of every company's ROI metrics. According to Forbes, US companies are losing a mind-boggling $62 billion annually due to defective customer service. It's widely believed that customer churn significantly erodes customer loyalty, and with it, profitability. One bad experience can single-handedly derail a…

Customer Experience (CX) Trends in Financial Services in 2023

It's the busiest shopping season of the year, and companies are working hard to get you to spend your hard-earned money on the goodies they offer. Banks and others in the financial services industry are competing for your cash, too, even though they've got a slightly different goal. What do…

From First to Last: How to Improve Your Customer Experience

Want to improve your customer experience? Here’s how you can influence perceptions and take your CX to the next level. Just think back to a recent interaction you had with a brand. Perhaps you found the brand on social media, or saw an ad that made you curious. Now here’s the…

The Butterfly Effect of Customer Experience

Have you heard of the butterfly effect? The metaphorical butterfly flapping its wings generating a storm on the other side of the earth highlights the idea that small actions can have much larger, far-reaching consequences. That’s exactly what happens with customer experience.  We’re all in the experience business. Whether it’s…

What Is Customer Engagement Marketing?

Good marketing gets the job done, sometimes without drawing attention to itself at all. Done well, customer engagement marketing gets lots of jobs done, but some of us have never even heard of it. What is customer engagement? Simply put, customer engagement is the strength of the relationship between a…

What is growth marketing, and how does it relate to the customer experience?

What is growth marketing? Many sales enablement experts alternatively title their designations as "Growth Marketers.” What, indeed, is growth marketing, and how does it differ from “marketing” in the traditional sense? We are fine-tuning here, getting into micro variances that in combination make a big difference in approach. In essence,…

Intended vs. Actual Branding: Understand the Difference to Elevate Marketing Strategies

Branding rests on a combination of marketing activities that build a personality or reputation. A branded company may desire separate identities for the products and services it markets, but one can see there may be significant overlap and alignment between the three. Leading from there, the difference between intended branding and…

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