Even customers are wired to remember the negative, you can make a positive customer experience with your brand more memorable. You can influence your customers to remember the value in what you do for them. In subtle and consistent ways.
Touchpoint quality increases customer experience
Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all great disciplines, improvement comes with consistent practice.
How to engage customers in an anxious world
The pandemic has turned usually calm people into anxious customers. Understanding how they respond in the face of uncertainty helps us engage more empathetically.
What does your customer journey map do for you?
A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
Customer Satisfaction is complex
As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.
Nothing encourages customer success more than customer success
It’s key for marketers to understand the idea behind the original intention of Customer Success. How do customers define their own success? How do we measure they achieve it? And how can we help them get there?
