Articles
Tag: customer retention
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Pandemic or Not, You Need Empathy-Driven Customer Experiences
If you empathize with customers and create consistently exceptional experiences, you'll gain higher loyalty, customer lifetime value and share of wallet.
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Can BIMI Help Marketers Build Customer Trust?
How BIMI (Brand Indicators for Message Identification) can do for email marketing what https in front of a web address did for websites.
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Providing Customer Experience While Maintaining Customer Expectations
Customer behavior has changed and there’s evidence it’s not going back. The new habits formed over the last 18 month in many cases are here to stay.
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What Is Customer Satisfaction Score (CSAT)?
Discover how to harness the power of customer feedback from simple KPI metrics like the customer satisfaction score (CSAT).
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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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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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