Articles
Tag: customer retention
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Deepening Diversity, Equity and Inclusion in Marketing
Embedding DE&I into a company’s culture, talent and strategies is no easy task. Here's how marketers can roll up their sleeves and get to work.
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CX Decoded Podcast: Is There Optimism on the Horizon for Marketers?
Christine Moorman of Duke University, founder of The CMO Survey, joins the CX Decoded crew to discuss marketing trends.
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Genesys Launches New Customer Engagement Platform
Genesys has made available a new digital customer engagement platform that leverages the company’s CX expertise and AI to enhance conversational AI.
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What's Killing Your Customer Journey? Friction
Customers aren't sticking around. What’s ruining relationships between businesses and customers?
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4 Ways To Improve Your Customer Effort Score
The customer effort score is a business-critical metric and a key indicator of customer loyalty and retention. Improving it should be top of mind.
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Are Your Customer Acquisition Tactics Annoying Your Existing Customers?
While businesses need to gain new customers, doing so at the cost of annoying current customers can lead to losses that are hard to make up.
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CX Decoded Podcast: Creating a Mobile-First Mindset
Our latest CMSWire CX Decoded podcast features Francisca Hawkins of Philz Coffee to discuss creating a mobile-first mindset.
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With Consumer Habits Changing Again, Is it Time to Rebuild Your CX Roadmap?
With some light at the end of the COVID tunnel, consumers are beginning to change their habits once again. Is it time to rebuild the CX roadmap?
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Foundational Steps for Customer Journey Mapping Initiatives
Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right.
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What Is Customer Satisfaction Score (CSAT)?
Digging into the key concepts of measuring customer satisfaction via a Customer Satisfaction Score.
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Why Now Is the Time to Experiment With Your Customer Experience
How brands are crafting exceptional customer experiences and improving the customer journey through all of their channels.
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Align Self-Service Customer Support With Every Stage of the Customer Journey
A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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5 Ways COVID-19 Is Changing Customer Loyalty
Increased digital demand and the resulting product shortages are pushing customers outside their comfort zone and turning up the pressure on brand loyalty.
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How Brand Trust and Customer Loyalty Are Won and Lost
Trust and loyalty go hand in hand in any relationship, and it’s no different when it comes to a brand and its customers.
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