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Customer Experience5 Customer Experience Lessons We Can Take From 2020It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now...7 min read
Customer ExperienceWhat is growth marketing, and how does it relate to the customer experience?What is growth marketing? Many sales enablement experts alternatively title their designations as “Growth Marketers.” What, indeed, is growth marketing, and how does it differ...5 min read
Customer ExperienceCustomer Service Communication ChallengesIn a hyper-competitive market with seemingly endless choices, customer experience is a critical differentiator. Every single interaction a customer has with your brand might be...4 min read
Customer ExperienceBeyond Surveys: The Age of Proactive Feedback ManagementBusinesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth. Today, customers don’t...5 min read
Customer ExperienceTop Customer Experience Marketing Trends TodayThey say the customer is always right—but it sure doesn’t always feel that way, does it? That’s why today, many companies are doubling down on...7 min read
Customer ExperienceIntended vs. Actual Branding: Understand the Difference to Elevate Marketing StrategiesBranding rests on a combination of marketing activities that build a personality or reputation. A branded company may desire separate identities for the products and...6 min read
Customer ExperienceCX Expectations and How They Impact Employee ExperienceEmployee experience has come to be viewed as a strategic area for companies to drive value. While its importance is widely recognized, a disconnect between...9 min read
Customer ExperienceThe 5 Biggest CX Disruptors in the Digital Era and Their Impact on Customer LoyaltyWant more customers — and more loyal customers? Of course. Customer experience (CX) in competitive markets is, in many ways, the holy grail to building...5 min read
Customer ExperienceHow CX Expectations Shape Our Human ExperiencesConsumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One constant? High customer experience expectations. What with next-day...5 min read
Customer ExperienceUsing Technology to Improve CX—Without Losing the Human TouchIn the world of customer experience, a neutral interaction is worth as little as a negative one. Companies are trying every trick in the book...5 min read
Customer ExperienceHow to Solicit Customer FeedbackJust as no man is an island, no business can go it alone. You may have the greatest product or service ever. Yet if your...6 min read
Customer ExperienceThe Key Psychographics That Drive B2B Decision-MakersThe B2B marketing arena is a massively complicated network of customer touchpoints that businesses have to get right to create a competitive edge. Yes, it’s...4 min read
Customer ExperienceMaking Marketing Memorable: How to Create Impactful Brand StrategiesDrive urgency, foster loyalty, and create lasting narratives that propel brand growth with effective marketing strategies. These are rooted in more than innovation; they boast...4 min read
Customer ExperienceHow Legacy CX Metrics May Be Ruining Your Customer ExperienceCompanies rely on metrics to explain how well their customer service is performing. In theory, this orients the whole company—from product developers to HR to...6 min read
Customer ExperienceB2B Customer Journey Touchpoints That Can Make or Break Your Marketing StrategyB2B customer experience (CX) ratings tend to fall short of expectations versus similar assessments in the B2C markets. A McKinsey report indicates that B2C companies...