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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 ...
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Why Journey Map? 3 Problems They Can Solve

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful on how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer

[GetFeedback] Can Machines Deliver Great Customer Support?

In an ideal world, each customer would receive one-on-one help and resolve their issue quickly. But in the real world, that approach is impossible to scale. Thankfully, we have machines to help. Learn a bit more about how Chatbots and AI can help scale support in this article, originally written for @GetFeedback.

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How to Reduce Customer Effort Before it Can Build Up

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis Solicit open-ended feedback Put the customer at the

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

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