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Customer loyalty isn’t what it used to be. In fact, research company Access Development reported that 79% of customers would take their business to a competitor within a week of experiencing poor customer service, while the estimated cost of customers switching their choice of businesses due to poor service is $1.6 trillion. Keeping this in mind, how can […]
Case Study | Continually increasing 3% year over year Bass Pro Shops Outdoor World has established itself as a cutting-edge innovator in the highly competitive world of outdoor retailing. With cavernous outlets selling boats, campers, equipment, and apparel for most outdoor activities in cozy hunting-lodge themed stores, their employees not only promote, but live an […]
As consumers, there’s no question we are being inundated with surveys, lots of them. It seems as if we are sent a survey after every transaction, online, at the coffee shop, when our car is repaired or at the post office. Most of these surveys claim to have just a few questions, they’ll take less […]
Building trust doesn’t happen in a vacuum. You have to remain consistent in your messaging, understand your buyer personas and deliver on your promises over time. When your prospects and customers trust you, they are more likely to buy from you. When you have their trust, you can also command a higher price and boost […]
Customer Experience Strategy is a term widely used to mean very different things for a lot of companies. Most brands get lost in the conundrum regarding the differences between customer experience strategy and customer service, which are different. And as this CX Innovation space evolves, what we know as ‘customer experience’ continues to evolve as […]