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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 ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase,

Closing the Customer Experience Gap With Mobile

by Robi Ganguly I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference

How Successful Was Your Organization at Achieving Its CX Goals in 2023?

Take the 3-Question CX Change Agent Survey to Share Your Thoughts