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The Psychology Behind Customer Retention and Loyalty

The most successful companies prioritize customer retention and loyalty alongside acquisition. Studies show it can cost 5 to 25 times more to acquire a new ...

Our Top 15 Customer Experience Posts of 2015

What a year! We’ve had an exciting year at Experience Investigators, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or

5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are

Focusing on Customers: Lessons from Medellin

I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence