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great brand cx

Create Your Tribe: How Great CX Makes a Lifestyle Brand

Two weeks ago we talked about the underutilized post-purchase touch point of the customer journey. Brands rarely leverage it. At the end of my CX journey with HelloSpud the CEO used her inventory management challenge to make me a loyal customer. Today, we’re looking at other small businesses that leverage customer experience to gain loyalty… Continue reading →

NPS Survey Question. Should It be first or last, by Stacy Sherman

NPS Survey Question – Should It Be First Or Last?

I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights, questions must be designed with best practices applied and a “test & learn” approach.… Continue reading →

Can One Email Build Loyalty? #MYWESTELM

For retailers, the holiday season is make or break. As brands try to use their strengths to differentiate themselves in the crowded market space, winners and losers emerge. Today, we’re talking about one of the winners. As consumers, we are inundated by emails offering, countless deals, and discount codes during the holiday season. Few stand… Continue reading →

customer loyalty story

How a Personal Interaction builds Customer Loyalty

I’m as surprised as anyone by this customer loyalty story. Recently, I tried to purchase a few sets of mini crib sheets (as it turns out, new parents need more than I imagined!). When I visited the Hello Spud‘s website I could only find one design. Although I was disappointed, I bought what I could.… Continue reading →

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