Over the years, I’ve been speaking and writing about the importance of experiences and creating Wow Moments to drive
How To Create WOW Moments For CX Success. (Try This Easy Technique)
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Doing CX Right Blog
Retention & Loyalty
B2B versus B2C. Which Matters More For CX?
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer
The Power of Wow Moments & CX Impacts
My Customer Experience (CX) obsession started when I received a package in the mail. I was not anticipating a box labeled, “To Stacy, From Stacy.”
Are You Guilty Of 10 CX Mistakes?
“Customer friction” is why people abandon websites, leave stores without buying, disconnect from monthly service plans. Avoid 10 CX mistakes.
Is Your Return Policy Seamless & Customer-Centric?
Return policies impact shopper experiences. Read the facts & learn 5 best practices you can do now to attract new customers and keep them loyal.
Delight Customers Without Strings Attached
Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds brand loyalty but only if done authentically and without requiring customer actions to qualify. Otherwise, it leads to customer dissatisfaction and negative perceptions. I recently had an experience that demonstrates this very point.
The End Of The Customer Journey Matters Just As Much As The Beginning
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.
How To Turn Mistakes Into Positive Customer Experiences
No company is perfect. Inevitably, employees will make mistakes. The impact of those mistakes on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I encountered a situation that reinforces the importance of customer...
Important Lessons In Retaining Customers
Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points that are redeemable for products and services they perceive as valuable. It is the basis of how many consumers choose airlines, hotels, restaurants, credit cards and much more.
