An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

It’s time to roll up your sleeves and reshape the ecommerce customer experience with these seven ecommerce customer experience strategies. Collaborating with a branding and content design agency can ...

In the dynamic food and beverage (F&B) industry, enhancing customer engagement is an ever-important goal for any business owner. From crafting a compelling, unique selling proposition (USP) to ...

Massimo began his career in new media in 1995. Three years later, he founded the company and is recognized as one of the most important internet entrepreneurs in Italy. He was Technical Internet ...

In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on ...

8 Effective Customer Retention Strategies Now that we’ve made a strong case for trying to enhance customer retention, let’s discuss specific strategies that’ll help you actually do it. 1. Good Values ...