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 Continue reading “The End Of The Customer Journey Matters Just As Much As The Beginning”

Surprise & Delight Customers

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. Recently, I encountered a situation that reinforces the importance of customer experience (CX) and employee engagement. Continue reading “How To Turn Mistakes Into Positive Customer Experiences”

Loyalty Program Success Depends On Great CX

Important Lessons In Retaining Customers

Loyalty programs are a great way for companies to entice people to buy again and again. Customers continue to subscribe and purchase when they can earn points that are redeemable for products and services they perceive as Continue reading “Important Lessons In Retaining Customers”