An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

In the dynamic food and beverage (F&B) industry, enhancing customer engagement is an ever-important goal for any business owner. From crafting a compelling, unique selling proposition (USP) to ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

We're currently living in an age of information overload. As much as we want to move past it, our behaviours and interactions with digital technologies fundamentally changed throughout Covid. We’ve ...

As customer expectations skyrocket, customer experience management remains critical in setting your business apart. The global CXM market, valued at roughly $10.65 billion in 2022, is projected to ...

8 Effective Customer Retention Strategies Now that we’ve made a strong case for trying to enhance customer retention, let’s discuss specific strategies that’ll help you actually do it. 1. Good Values ...