Did you know that every customer contact results in a relationship? You may not realize it, but even when customers only do business with an organization once, they remember and judge the organization by their relationship with the employees. Whether their relationship is good or bad, they will... more
Your customers are essential to the success of your business. Customer Experience (CX) journey maps are arguably the most important instrument for capturing your customer's true interactions with your company brand. Discover your customers and their experiences through various personas throughout... more
Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many... more
Nearly 75% of all cross-sell opportunities occur within the first 90 days of acquiring a new customer. A robust customer onboarding process enables organizations to take control, from initial enrollment through welcome kits and subsequent cross-sell and up-sell activities. To succeed, organizations... more
Calculating the benefits of implementing a win/loss intelligence program can be very challenging because most organizations, and win/loss vendors, don’t set it up properly. Most organizations understand that having a win/loss intelligence program in-place is something that “should” be done, they... more
Today it is more important than ever to build better relationships with your customers as, in this day and age of social media, they now talk to 130+ people at a time. They have a megaphone, making it easier for positive and negative messages to spread fast and wide.
Organizations may delight in... more