Posts tagged as Customer Experience

Date: March 19th, 2021
Category: Blog | Strategy

From talking to both clients and many businesses over the last year one thing is clear: How to best serve customers as a company is in a state of flux. Accepting that the ways we operated in the past might not serve our business or our customers in the best way in the landscape that…

Tags: | coronavirus, Customer Experience, Customers

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Date: April 5th, 2018
Category: Strategy Implementation

More and more I am seeing customer experiences are becoming the great differentiator between companies. One research report from Econsultancy found that customer experience will overtake price and product as the key brand differentiator by 2020. In that same study, 86 percent of buyers said they would pay more for a better experience. Here are…

Tags: | Customer Experience

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Date: April 29th, 2016
Category: Strategy

I continuously read and hear of the many rules to business. Those things you’re told you “need to be doing” if you want to be successful. In reality I believe there are only two rules that dictate success. It doesn’t matter what you’re selling. It doesn’t matter what you’re planning to do. It doesn’t matter where…

Tags: | Customer Experience

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Date: April 23rd, 2016
Category: Blog | Strategy Implementation

Customer retention must be a focus for all businesses. With rising customer acquisition costs businesses need to be proactive in retaining clients. Studies have consistently found that acquiring new customers can cost as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the…

Tags: | Customer Experience, customer service

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Date: December 7th, 2014
Category: High Growth Ideas | Strategy Implementation

I have recently been reading a book by Julie Kampf called From My Bad to My Best: How Individuals and Companies Can Differentiate Themselves in the Age of Mediocrity. The book provides some great insights and ideas on how to maintain and build a great culture within your company rather than allow today’s “age of…

Tags: | Customer Experience, delivery

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Date: April 6th, 2014
Category: High Growth Ideas | Strategy Implementation

This week I will continue to share with you two further strategies to build a great customer experience: 1. Define the customer experience and keep it consistent across all touch points. Customer experience management is the discipline and processes used to comprehensively manage a customer’s interaction with a company, product, brand or service consistently The…

Tags: | Customer Experience

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Date: March 27th, 2014
Category: Strategy Implementation

Increasingly I am coming across companies who are losing customers but do not know why. Research by the Harvard Business Review found that companies who manage and implement customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. In addition, with greater competitive pressures, creating a…

Tags: | Customer Experience

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