Articles
Channel: Customer Experience (page 4)
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What Is Customer Loyalty and Retention (And 3 Tips for Improvement)
Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
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How To Get C-Suite Buy-in on Your Customer Experience Initiatives
Getting more budget for your CX initiatives is never easy. So how do you make a successful presentation for additional resources? Here are some tips to help.
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Sitecore Acquires Reflektion, 6Sense Acquires Fortella & More Customer Experience News
Sitecore continued its 2021 acquisition spree with Reflektion, 6Sense made a big ABM acquisition, and more CX news.
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4 Steps to Start Connecting Customer Experience and Employee Experience Insights
Fundamentally, it’s about understanding how well you're delivering on brand promises and equipping and enabling employees to deliver on those brand promises.
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Refine Your Customer Experience With These 3 Strategies
As traditional retailers stage a comeback, how will it influence the customer experience?
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Why the Customer Isn't Always Right
As customer complaints and unreasonable requests are increasing, a consistent framework for handling them is essential for great customer experience.
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What's Behind Zoom's $14.7B Acquisition of Five9?
Zoom made one of the all-time biggest software acquisitions: $14.7 billion for Five9. What are the drivers behind the acquisition? Here's what you need to know.
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Employee vs. Customer Experience? Which Side of the Table Are You On?
In our connected new work environments, it’s difficult to disconnect our experience as employees from our experience as someone’s customer.
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Here Is Where Businesses Are Spending Their Money on Customer Experience
There are no shortages CX-related technologies in which companies could invest their money and resources. Here is where they are actually spending their money.
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4 Tips for Balancing Customer Experience and Fraud Prevention
Customers want great CX when transacting with companies, but they also want protection, creating a balancing act between CX and fraud prevention.
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A Look at Customer Effort Score and How It Can Help Build Better CX
Choosing the right CX metric can be the difference between business success and failure. Here we'll break down the principles of Customer Effort Score (CES).
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Traject Acquires Loomly, Walmart Debuts Demand-Side Platform and More CX News
Digging into the CX and digital marketing software news of the week, including Traject's acquisition of Loomly and Walmart's debut of a demand-side platform.
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4 Examples of Customer Experience Initiatives and Implementations Gone Wrong
Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry.
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Online? In-Store? Get Ready for the Era of Phygital Shopping
The line – however slim – that existed between in-store and online retail experiences was eliminated during the COVID-19 pandemic.
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