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
Doing CX Right BlogRetention & Loyalty
Article originally Featured in Forbes, March 2020.
What does customer experience (CX) have to do with coffee? The answer is a lot! I have witnessed and experienced the most fascinating stories in coffee shops with great examples of CX that could be replicated by any company or industry.
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when mistakes occur affects customer trust and loyalty. For example, do employees make excuses
Over the years, I’ve been speaking and writing about the importance of experiences and creating Wow Moments to drive
The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was
Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is said.
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 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.
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.