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 (more…)
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 experience an how employee engagement matters!. (more…)
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 (more…)
