ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken
Why do people pay triple the cost for a cup of coffee at Starbucks vs. McDonalds. The answer to this question goes beyond price
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur
Over the years, I’ve been speaking and writing about the importance of experiences and creating Wow Moments to drive
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer
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.”
“Customer friction” is why people abandon websites, leave stores without buying, disconnect from monthly service plans. Avoid 10 CX mistakes.
Return policies impact shopper experiences. Read the facts & learn 5 best practices you can do now to attract new customers and keep them loyal.
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.
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.
