Doing CX Right Blog

Retention & Loyalty
Are You Guilty Of 10 CX Mistakes?

Are You Guilty Of 10 CX Mistakes?

Customer friction can be a key factor on why people will abandon a website, leave a store without buying, disconnect from a monthly service plan and more. In past articles, I’ve written a lot about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE including the post-purchase return experience.

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Delight Customers Without Strings Attached​

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. 

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The End Of The Customer Journey Matters Just As Much As The Beginning

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.

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