Team spirit

Growing a customer-centric culture – 5 top strategies to build employee buy-in

To deliver the exceptional customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across the enterprise. Research often shows that customers are willing to pay more for great experiences, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to others.

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Facebook

Posting your way to customer loyalty – 3 top tips for social media

Social media can make or break your customer relationships. It’s not just a marketing channel; it’s a critical touchpoint on the customer journey. Those digital interactions fuel brand impressions and buying decisions, and influence how people talk about your brand to others. In other worlds, don’t miss an opportunity to earn loyalty. Because the voice

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Consistent cookies

Consistency: The secret ingredient for creating customer loyalty

As a CX consultant, I spend my workdays helping companies understand, improve, and even reinvent their customer experiences. As a result, I’ve become a much more discerning customer in my off time. I really pay attention to how I’m treated, what the communications feel like, and whether I feel good, bad, or indifferent after trying

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Prioritizing projects with customer journey analytics

How can we make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose the CX problems to solve first – where can your investments of time and money have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer experience.

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Solving Business Problems with Customer Communities

We’ve seen a massive growth of customer communities in recent years and they show no signs of disappearing. Thanks to the rise of social media and mobile devices, sharing information with peers and interacting with companies has never been easier. Empowered customers are now shaping business strategies, expecting consistent customer experiences with every product or

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Happy customer experience

Humanity 101: 5 Essentials for getting customer experience right

Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need. Too often, marketing and customer service are more about statistics — Net Promoter Scores, number of “likes”, and survey points — and less about actual

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Understand the customer journey with analytics

Why link the customer journey with analytics?

The customer journey is made up of experiences and related emotions. Mapping it helps us ask important questions such as: What steps lead to positive emotions? To greater lifetime value? What experiences lead someone to shop at a competitor?   Think about the customer journey map The map, along with customer feedback, might answer the

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Upset customer experience

Top 3 customer experience mistakes and how to avoid them

You know the old adage that recognizing there’s a problem is the first step? Many companies are realizing their customer experience needs to improve, or they risk losing business. To stay competitive, they get fired up with good intentions, but too often make some common mistakes that get in the way of meaningful results. Here

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