Results for : ROI

Are You Cashing In On Your Brand Equity?

From a marketing perspective—and far beyond—brand equity is the value of the brand itself. This doesn't take into consideration the products or services the company may offer. Why is brand equity so important? Think of Apple or Amazon. Just the names of these two major companies can bring to mind…

Why Use Freelancers? 8 Amazing Advantages

The freelance workforce is growing, especially post-pandemic with more people looking for greater flexibility and remote work. The question remains, though, why use freelancers? This article shares eight advantages of leveraging the talents and skills of these independent contractors. In a 2021 report on “The Great Resignation,” Upwork Chief Economist…

The Perception Gap: Getting from Expectation to Reality

Sure, sales numbers matter, as do those key CX metrics you've been measuring (right?). But that’s not all. You need to take a step back from the numbers to understand the nuances. What factors drive those key metrics? (And are you even measuring the right customer experience metrics?) Are your…

Market Segmentation – A critical component of company strategy and ROI success

What is Market Segmentation? Ready to make the most of what you've got? Using market segmentation means dividing the market into sections so that your view of customers has focus and meaning given your orientations and available resources. The creation of "segments" is the same as setting your eyes on…

How to Improve Customer Experience in Banking

The customer journey in the banking market The minute individuals begin thinking about the institution they want to look after their financial transactions and safeguard their assets; the customer journey has started. The customer experience (CX) at every touchpoint along the way will guide him or her or the company…

VoC and ROI: How can Voice of the Customer impact revenue?

Henry Ford famously (or infamously) said car buyers could have any color they wanted as long as it was black. This short statement implied that the distributors of products and services held all the power and the final say. Conversely,  the consumer, the receiver of products and services, were powerless…

A Data-Driven Approach to Closing the Customer Feedback Loop

Closing the customer feedback loop is a widely adopted business practice. Some even consider it the holy grail of customer service – by quickly contacting customers after they have provided feedback, businesses aim to reduce churn and increase customer loyalty and engagement in addition to other potential benefits. However, closing…

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