I am truly amazed when I observe how some customers transform into enthusiastic fans of a brand. Brands like Apple, Nike, Amazon, and Starbucks have successfully cultivated such fans, also known as brand advocates. These advocates are more than just customers; they could be employees, business partners, or fervent supporters who’ve formed a strong bond […]
The Holy Grail of Customer Experience: Brand Advocates Leer más »
I’ve frequently observed that Customer Experience (CX) initiatives often originate in, or are delegated to, the marketing department. Given their extensive knowledge of customers, markets, and competition, it seems logical to entrust CX efforts to marketing professionals. However, the effectiveness of this approach can vary significantly. There are both advantages and disadvantages to having the
Navigating the CX Terrain: Should Marketing Lead the Charge? Leer más »
⛔The Pitfalls of Being NPS-Centric⛔ NPS is a good CX metric; however, some organizations become too obsessed with NPS, so much so, that the objective is the metric and not what it represents. Overemphasizing NPS can lead to several issues: it may result in an incomplete understanding of the customer’s overall experience and emotions, lead
The Pitfalls of Being NPS-Centric Leer más »
You are starting your company, your first recurring clients are coming in, your management team is still assembling, you are in growth mode. Should you care about CX? The simple answer is yes. There are many advantages to focusing on CX from the get go. A good CX fosters customer loyalty and referrals, it is
Why Should Startups Focus on Customer Experience? Leer más »
Let’s begin by exploring Customer Lifetime Value (CLTV). Essentially, CLTV is a business metric that measures the total revenue a business can anticipate from a single customer over the entire duration of their relationship with the company. This ‘relationship lifespan’ is the time during which a customer continues to purchase products or services from the
How to Increase the Customer Lifetime Value (CLTV) Through CX Leer más »
Scott D. Cook once insightfully stated, «A brand is no longer what we tell the consumer it is – it’s what consumers tell each other it is.» This observation highlights a common pitfall where numerous brands deceive themselves, their management, and their customers by misrepresenting their true identity. The key to enhancing customer experience begins
Don’t Fool Yourself, Your Brand is What the Customer Says It Is. Period Leer más »
Customer Experience Agility refers to an organization’s capability to swiftly and effectively respond to the continuously evolving needs of its customers. Today’s consumers have less patience for unmet needs, making it crucial for organizations to promptly recognize and adapt to changes in customer preferences. Achieving agility in customer experience demands collaborative teamwork, empowered teams and
What is Customer Experience Agility? Leer más »
As the holiday season approaches, many organizations are considering or have already planned their client gifting strategies. This practice isn’t just a mere formality; it’s a critical component of customer relationship management. Thoughtful client gifting can significantly enhance customer experience (CX) and foster loyalty. However, a generic approach might have the opposite effect. Viewing client
Enhancing Customer Experience Through Strategic Client Gifting Leer más »
The saying holds true: you cannot have a good customer experience without a good employee experience. Thus, understanding the increasingly important role of Human Resources (HR) in Customer Experience (CX) is crucial, given the direct link between employee engagement and satisfaction, and customer satisfaction and loyalty. If your goal is to become a customer-centric organization,
The Role of HR in CX Leer más »
Transforming an organization into a customer-centric one is a complex and gradual process. This shift requires a cultural change, as it involves altering the behaviors and attitudes of people within the organization. To become truly customer-centric means placing the customer at the heart of every process, action, and decision. This significant change doesn’t occur instantaneously
10 Tips to Better Handle CX Change Management Leer más »